& cplSiteName &

Comcast Strengthens Billing Bond with CSG

Sarah Thomas
7/31/2014
50%
50%

Comcast is taking its relationship with billing systems and services specialist CSG a step further, announcing on Thursday it will turn over its entire residential billing services to its long-time partner.

CSG International has been working with Comcast Corp. (Nasdaq: CMCSA, CMCSK) for many years, providing the cable operator with a customer care and billing platform for two-thirds of its existing residential customers. Today's expansion will see the BSS vendor take over Comcast's entire residential business. The pair have signed a contract that extends through June 30, 2019. (See Comcast Deal Shrinks CSG's Outlook and CSG Reups With Comcast.)

This means that CSG will be consolidating an additional 2.3 million residential customers onto its billing platform in early 2015, as well as taking on additional customer account migrations moving forward. Comcast is a high-profile win, but the billing company has also signed up other mobile and cable companies of late, including Grande Communications and MTN Group Ltd. in South Africa.

In announcing the partnership, Comcast noted that consolidating with CSG will make it easier for customers to interact with the cable company, an interesting statement given the recent scrutiny Comcast has come under for poor customer service. (See What Can We Learn From Comcast's Customer Service Nightmare?)

"CSG has been a great partner and this new agreement will help us provide more consistent customer interactions by creating opportunities to standardize and streamline our back-office operations," Scott Alcott, chief information officer for Comcast Cable, wrote in a statement.


For more billing, customer care and revenue assurance insights, check out our dedicated BSS content channel here on Light Reading.


CSG announced its enhanced relationship with Comcast as part of its second quarter earnings, which included non-GAAP operating income of $29.8 million, or 16.1% of total revenues. The company brought in revenues of $184.6 million in the quarter, down 2% from $180 million in the previous quarter. The dip caused CSG stock to lose 2.14% of its value and sink to $26.04 in morning trading. (See CSG Earns $29.8M in Q2.)

— Sarah Reedy, Senior Editor, Light Reading

(5)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
bobbyv
50%
50%
bobbyv,
User Rank: Light Beer
2/17/2015 | 3:44:07 PM
Re: Does managed services mean better customer service?
Cable TV billing has been "outsourced" pretty much forever.  This move doesn't change that;  it simply move from one outsourcer to another.

There is one way that this will improve Comcast's service significantly.  Right now if you move from a Comcast served area by CSG to one served by AMDOCS (or whatever other billilng system) there is no way to transfer equipment automatically.  When all on CSG that can be done automatically.  It also means an easier learning curve for any customer help people if they only have to learn one billing system.  The billing system training is not a trivial exercise.
mendyk
50%
50%
mendyk,
User Rank: Light Sabre
7/31/2014 | 3:39:44 PM
Re: Does managed services mean better customer service?
I'm sure CSG can do a good job, and I'm even more sure that this move has everything to do with saving money on Comcast's part. And I can't see that finger, but I have a pretty good idea which one it is. Thumbs up.
mendyk
50%
50%
mendyk,
User Rank: Light Sabre
7/31/2014 | 3:25:36 PM
Re: Does managed services mean better customer service?
Sarah -- your photo is too small. I can't see if your tongue is planted firmly in cheek regarding the use of outsourcing as a means to improve customer service.
From The Founder
The time has come for a telecom app store to save the industry.
Flash Poll
Live Streaming Video
Charting the CSP's Future
Six different communications service providers join to debate their visions of the future CSP, following a landmark presentation from AT&T on its massive virtualization efforts and a look back on where the telecom industry has been and where it's going from two industry veterans.
LRTV Documentaries
Service Provider Panel: Partnering in the Digital Era

5|22|17   |     |   (0) comments


Coopetition has always been part of telecom, but the ecosphere now includes data centers, vendors, apps developers, cloud service providers and Internet content providers. This BCE 2017 panel explores the new attitudes among network operators as to the value and variety of ...
LRTV Interviews
Site Demo: AT&T's IoT Flow Platform

5|19|17   |   04:25   |   (0) comments


At AT&T's R&D center in Tel Aviv, Israel, project leader Eyal Segev talks about the operator's Flow platform and how it helps to prototype IoT applications.
LRTV Documentaries
Agent of Change: A Q&A With AT&T's John Donovan

5|18|17   |     |   (0) comments


Carol Wilson talks with the man leading AT&T's transformation efforts about the challenge of change.
LRTV Documentaries
BCE Service Provider Panel: The New Business Realities

5|18|17   |     |   (0) comments


For virtualization to happen, the telecom industry first has to grapple with key functional aspects of SDN and NFV that need to be universal, such as onboarding of virtualized network functions and federation of software-defined networks.
LRTV Interviews
BCE Service Provider Keynote: CenturyLink

5|16|17   |   22:32   |   (0) comments


Aamir Hussain leads the Product Development and Technology organization at CenturyLink, which includes the company's information technology function. He is an experienced senior technology executive with more than 25 years of proven success in the implementation of global technology operations, operationalization of complex technology, infrastructures and business ...
LRTV Interviews
CenturyLink CTO on Transformation

5|16|17   |   7:43   |   (0) comments


The 50-year-old telco has already gone through several transformations, including every time it made an acquisition, but its purchase of Level 3 coupled with changes in technology and customer expectations necessitates its biggest transformation yet.
LRTV Documentaries
Light Reading Hall of Fame 2017

5|15|17   |   5:05   |   (1) comment


Find out who made it into Light Reading's Hall of Fame this year.
LRTV Interviews
Site Visit: AT&T's Tel Aviv R&D Center

5|15|17   |   09:58   |   (1) comment


Nir Shalom, general manager and VP of application development at AT&T Israel, talks about the key service developments undertaken at the AT&T R&D facility in Tel Aviv and how the team there has adopted new ways of working.
Telecom Innovators Video Showcase
Act on Your Intelligence With Amdocs aia!

5|15|17   |     |   (0) comments


Amdocs CMO Gary Miles explains how communications service providers can seize the AI opportunity with Amdocs real-time digital intelligence platform.
LRTV Interviews
Logtel CEO: Making Sense of IoT

5|15|17   |   09:48   |   (0) comments


Jacques Bensimon, founder and CEO of Tel Aviv-based training and consultancy Logtel, talks about the need to make IoT more than just a buzzword.
LRTV Huawei Video Resource Center
The Challenges of Mobile Banking Implementation

5|12|17   |     |   (0) comments


Kamal Quadir of bKash Limited explains the challenges and needs of implementing mobile banking in the Bangladesh market.
LRTV Interviews
Tel Aviv: A Hub of Innovation

5|10|17   |   07:58   |   (0) comments


Light Reading's Ray Le Maistre and Dan Allen discuss the technology innovation, food and amazing sights they witnessed during a recent trip to Israel.
Infographics
With the mobile ecosystem becoming increasingly vulnerable to security threats, AdaptiveMobile has laid out some of the key considerations for the wireless community.
Hot Topics
AT&T's Donovan: Women Adapt Faster Than Men
Sarah Thomas, Director, Women in Comms, 5/18/2017
Verizon on M&A: Who Needs a Cableco?
Mari Silbey, Senior Editor, Cable/Video, 5/17/2017
Standardization Needs Room for Innovation
Mitch Wagner, Editor, Enterprise Cloud, 5/17/2017
Fright Wigs & Cocktails: BCE 2017 in Pics
Mitch Wagner, Editor, Enterprise Cloud, 5/19/2017
Comcast Appears to Soft Launch First 4K DVR
Mari Silbey, Senior Editor, Cable/Video, 5/19/2017
Like Us on Facebook
Twitter Feed
BETWEEN THE CEOs - Executive Interviews
One of the nice bits of my job (other than the teeny tiny salary, obviously) is that I get to pick and choose who I interview for this slot on the Light Reading home ...
TEOCO Founder and CEO Atul Jain talks to Light Reading Founder and CEO Steve Saunders about the challenges around cost control and service monetization in the mobile and IoT sectors.
Animals with Phones
What Brogrammers Look Like to the Rest of Us Click Here
Live Digital Audio

Playing it safe can only get you so far. Sometimes the biggest bets have the biggest payouts, and that is true in your career as well. For this radio show, Caroline Chan, general manager of the 5G Infrastructure Division of the Network Platform Group at Intel, will share her own personal story of how she successfully took big bets to build a successful career, as well as offer advice on how you can do the same. We’ll cover everything from how to overcome fear and manage risk, how to be prepared for where technology is going in the future and how to structure your career in a way to ensure you keep progressing. Chan, a seasoned telecom veteran and effective risk taker herself, will also leave plenty of time to answer all your questions live on the air.