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Cable Technology Feature Article

June 14, 2011

Convergys Unveils ICOMS 9 to Optimize Broadband, Cable, Satellite Service Offerings

By Shamila Janakiraman, TMCnet Contributor

Convergys (News - Alert) Corporation announced the launch of an enabling platform for next generation services, the ICOMS 9.

According to company sources the ICOMS 9 will be pre-integrated with Convergys CRM that is powered by Microsoft (News - Alert) Dynamics CRM, a solution launched at the TMForum Management World 2011.

In a release George Vonderhaar, General Manager, Global Cable and Satellite, Convergys said, “In our new world of unified communications, creating brand loyalty and driving revenue from personalized services by using real-time actionable intelligence are vital differentiators for building customer loyalty and improving profitability.”

“Those operators that are able to offer personalized pricing, offers, and promotions, and cross product bundling of next generation digital services will have found a key to unlocking brand value and growing revenue,” he added.

This new solution forms part of Convergys Smart Revenue Solutions. The ICOMS 9 helps operators to easily configure new service offerings and also offer an integrated service experience. The solution leverages offer management configuration and intelligent technology to enhance up-sell, cross-sell, and initiate new acquisition processes thereby helping in revenue creation.

Customer relationship providers can use the ICOMS 9 solution to allow operators to flexibly respond to market dynamics. This serves all business models, like business services and broadband monetization enabling differentiation, emphasized officials.

Also the solution enables operators to ensure personalization of services, offers and enhance customer experience. Besides, the solution offers service agnostic advanced rating and discounting with pre- and post-paid convergence enablement.

Convergys sources concluded that this functional, feature-rich scalable solution was based on an industry platform which allows consolidation of BSS to improve performance. The standards-based SOA integration and simple enterprise architecture enables ICOMS 9 to ensure a highly adaptable platform to support flexible growth models and provide an evolution path to consolidation cost effectively.

In March 2011 Convergys announced a new, state-of-the-art contact center in Baguio City, in Northern Luzon for expanding its operations in the Philippines.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Rich Steeves