CSG Systems Introduces Web-Based Business Intelligence Application

ENGLEWOOD, Colo.--(BUSINESS WIRE)--CSG Systems (NASDAQ: CSGS), a leading provider of customer interaction management and billing solutions, today announced the availability of its new CSG Intelligent Business Reporting (IBR) application. CSG’s IBR is designed to help service providers transform transactional data into meaningful business information across the enterprise.

“We’ve designed the CSG Intelligent Business Reporting application to help our clients’ business users more easily access, view and analyze their data”

CSG’s IBR is a new offering in the company’s suite of reporting applications, built in part to complement CSG’s premier decision support and reporting application – CSG Vantage. With IBR, non-technical decision makers now have the tools to easily generate, distribute and leverage timely business reports without technical expertise.

Business users now have access to an intelligent and intuitive set of reporting tools that deliver a clear view of critical operational, customer, and transaction details. Through its intuitive Web-based interface, IBR offers customized reporting capabilities through interactive reporting templates designed for specific business functions. IBR delivers detailed reports, scorecards and dashboards – such as product sales, agent performance, and field service productivity – that can be used to make timely, data-driven decisions to improve customer service, marketing and sales initiatives.

To design and develop IBR, CSG worked closely with its clients to better understand the business intelligence capabilities required to give business users across the enterprise the information needed to make faster, more informed decisions.

Element Customer Care, a company that provides billing, call center and customer service support for small and medium-sized cable industry operators using CSG Systems’ software solutions, worked closely with CSG to provide critical feedback on its use of IBR.

“Through our use of CSG’s IBR solution, we will be able to offer our customers enhanced visibility into their business operations down to the detailed level,” said Matt Zemon, President, Element Customer Care. “Our agreement with CSG allows operators of all sizes to have access to affordable, turnkey billing and customer service solutions. We believe that adding IBR to that portfolio of solutions will be a great asset for our customers as the solution provides valuable operational information that is easy for business users to extract without having to engage their IT departments to obtain the data.”

Element plans to offer CSG’s IBR application to increase the speed in which decision makers can perform analyses of operational activities and customer behaviors, improving performance across the enterprise and eventually leading to higher subscriber retention and greater ARPU. High value applications examples include:

Creating custom reports by department, each with the ability to drill down to the individual subscriber level,
Developing a master General Manager report that provides visibility into key performance indicators for every major functional department,
Creating alerts for jobs at risk of missing service level commitments,
Measuring workload and improving performance of field service technicians,
Monitoring how customer care agents are handling high risk customers who may "churn," and
Building and improving business monitoring activities such as quickly identifying discrepancies in product and service configurations to ensure high quality product and pricing roll-outs.

“We’ve designed the CSG Intelligent Business Reporting application to help our clients’ business users more easily access, view and analyze their data,” said Dwayne Ruffin, Senior Vice President of Product Management at CSG Systems. “With actionable information, our clients are able to quickly understand root causes, patterns and trends to help them continually improve operations to ensure high performance and optimal customer service.”

About Element Customer Care

Element Customer Care is a Durham, NC-based company that offers billing services, tech support and a customer service call center. Element’s partnership with CSG Systems gives its clients access to CSG’s unique combination of solutions, services and expertise to improve operational efficiencies and deliver a quality customer experience in a competitive marketplace. In January 2008, Element was named “Preferred Billing and Customer Care Provider” for the National Cable Television Cooperative (NCTC). The Element Web site is www.elementcare.com.

About CSG Systems

Headquartered in Englewood, Colorado, CSG Systems (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients' behalf. For more information, visit our website at www.csgsystems.com.