Science & Technology
Science and Technology
Science and Technology
Tue, January 13, 2009 Virgin Media Implements Convergys Relationship Management Solutions to Deliver Superior Customer Experience
CINCINNATI & LONDON--([ BUSINESS WIRE ])--[ Convergys Corporation ] (NYSE: CVG), a global leader in [ relationship management ], announced today that it has successfully completed a complex data migration and relationship management software implementation for Virgin Media (NASDAQ: VMED), the innovative and pioneering UK entertainment and communications company.
Virgin Media is the UK's largest residential broadband provider, the largest virtual mobile network operator, and the second-largest provider of pay TV and home phone. The company launched in February 2007, following the merger of the UK's two largest cable companies, NTL and Telewest, and the subsequent acquisition of Virgin Mobile. As the company came together, Virgin Media sought to better serve its customers by bringing together its four legacy billing systems. Convergys' strong track record as the incumbent billing solutions provider at Telewest, coupled with its unique partnership approach and proven ability to support bundled service subscribers, convinced Virgin Media that Convergys' ICOMS customer care and billing system is the solution of choice.
A large team of software specialists worked to implement ICOMS, Convergys' expanded end-to-end, customer-centric, customer care and [ BSS Solution ], at Virgin Media. The team migrated over four million accounts onto the new platform in the process, bringing the total number of Virgin Media subscribers on ICOMS to approximately five million. Convergys completed the project on time and on budget and today, ICOMS is helping Virgin Media make significant cost savings on a yearly basis.
A team of Convergys' [ professional services ] specialists is providing ongoing support and maintenance to Virgin Media, ensuring that Virgin employees harness all the comprehensive capabilities of their ICOMS system. These specialists also assist with configuration and functionality questions, as well as application consulting and development services.
Howard Watson, chief technology officer at Virgin Media, said, "We're committed to delivering a great service to our customers and our customer care and billing system is an important part of this. Convergys understood the complexities of our business and how to best support our customer service staff with a simple and transparent system."
"Virgin Media is offering its customers a broad array of converged telecommunications services," said Riki Allon, Senior Vice President and General Manager for Convergys in EMEA. "With ICOMS in place, Virgin Media can now execute more innovative product launches across the entirety of its customer base and reduce time to market to maintain its competitive advantage."
Convergys' expanded end-to-end customer care and BSS/OSS solutions deliver innovative support of convergent services leveraging real-time marketing innovation, minimizing risk, reducing operational costs, and generating revenue in order for our clients to focus primarily on building valuable relationships with their customers.
Using intelligence gained from Convergys' years of operational experience in Customer and HR Solutions, Convergys applies a customer-centric view to help its clients positively impact the key drivers of business success including revenue generation and production, contact and technology optimization, and operational performance. Convergys' consulting services transform its clients' businesses to become more customer-focused while generating revenue and lowering costs.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 83 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit [ www.convergys.com ]
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
To receive Convergys news releases by email, click on [ http://www.convergys.com/news_email.html ]
