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DISH Extends Customer Care and Billing System Contract with CSG

January 19, 2011

DISH Network has extended its contract for customer care and billing, and print and mail services with CSG Systems, the company announced in a press release.


CSG Provides Build Engage Transact model, which is optimized for high-volume, recurring transactions and complex customer relationships. This model integrates all of the customer-facing processes, from configuring customer-optimized offers, to extending and fulfilling those offers, to capturing the revenues they represent.

DISH Network intends to migrate to CSG’s next-generation ACP platform as part of the contract extension. The company expects this to provide a more economical cost structure for DISH Network and a more functionally rich and advanced support structure for its customer care and operational teams, the company noted.

“This contract extension is the result of a long and trusted relationship between two companies that understand the challenges and opportunities that exist in an ever-changing marketplace," said Peter Kalan, president and chief executive officer of CSG Systems. "We are extremely pleased that we have earned the right to continue to help DISH Network compete effectively in this dynamic environment and achieve its business objectives for many more years.”

CSG will be the exclusive provider of processing and related services for DISH’s direct broadcast satellite customer accounts with financial minimum commitments through 2017. The company will also begin invoicing DISH for processing and related services on a per-customer-account basis (rather than based on a fixed monthly amount as outlined in the Current Agreement) in February 2011, and will provide DISH with volume-based tiered pricing, subject to certain inflationary protections.

Recently, the company completed the acquisition of U.K-based Intec Telecom Systems PLC. Intec is a company in wholesale billing and mediation and is a provider of retail billing software worldwide.

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Raju Shanbhag is a contributing editor for ContactCenterSolutions. To read more of Raju’s articles, please visit his columnist page.

Edited by Janice McDuffee



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