Anaheim, Calif. -- Time Warner Cable's Desert Cities system -- which includes
the desert resort of Palm Springs, Calif. -- will install all of CSG Systems
International Inc.'s customer-care solutions.
Although not technically a beta site, the cluster will road-test the vendor's
entire suite of services to develop performance benchmarks to share with other
Time Warner Cable divisions.
The cluster serves 130,000 customers. It will be a pilot site for CSG's new
'ProfitNow!' product, which analyzes data to predict customers at risk to churn.
It also presents customer-service representatives with upsell opportunities
during customer contact.
Other products to be installed include 'Workforce Express,' which directs
field technicians and interfaces directly to the operator's billing system;
'Care Express,' which allows end-users to access their accounts online; and
'Screen Express' and 'Message Express,' which provide employees with customer
information and system updates before calls are connected.
Version 3.0 of Workforce Express debuted here at the Western Show and will be
commercially available in January.
