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CSG Systems Extends Contract with Cox Communications

Tuesday, May 19, 2009

Press release from the issuing company

ENGLEWOOD, Colo -- CSG Systems, a leading provider of customer interaction management and billing solutions, announced today that it has extended its more than 10-year business relationship with Cox Communications, the third largest cable television provider in the nation, through December 31, 2011.

Under a new three-year contract extension, CSG’s Output Solutions team will continue to print and mail statements for over six million Cox customers nationwide.  In addition, CSG will continue to produce customer letters and refund checks along with providing Statement ImageView, a solution that creates electronic statement images that Cox Customer Service Representatives (CSRs) can use to view customer statements in the call center and allows consumers to view statements on the Cox website.  By providing online statements, Cox is also able to reduce the volume of inbound calls to its call centers, while simultaneously improving the service time for its online customers.

The statements will use CSG SmartColor, a color printing option from CSG that is proven to effectively enhance readability, guide readers to important message points and incite response.  By working in tandem with CSG Systems, Cox will reach its customers with a newly designed, four-color statement for its bundled (combinations of video, voice and data) lines of business and also its new wireless customer accounts.

“We realize that our customers have a choice of providers, so we take extra steps to provide the best customer care possible at every touch point,” said Mark Kaish, vice president of technology operation for Cox Communications. “Working with CSG allows us to leverage the latest technology and design for our monthly statement.  When you consider that the statement is the most consistent communication method we have with our customers, it becomes even more important to get it right.”

CSG worked closely with Cox to develop a new statement format, designed to make it easy for their customers to understand and respond to requests for payments or invitations to try new services.

“There’s more to color application than merely printing; Cox will use the color statement as a customer care tool to improve communications, offer new services and encourage more consistent payments,” said Teresa Zwiener, vice president of product management for CSG’s Output Solutions.  “We applied best practices in the science of document design, color selection, gradation and strategic usage to help Cox continue to deliver a higher level of customer care.”

CSG Systems has a nationwide footprint of print production facilities located in California, Florida, Nebraska, New Jersey and Texas and produces over 700 million statements annually.




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