Convergys inks $29M Cox deal

By SUSAN RUSH
From CED Broadband Direct, August 19, 2002

Convergys Corp. is building on its seven-year relationship with Cox Communications Inc. The latest: the company will provide the MSO with customer care services.

The three-year deal calls for Convergys to deliver technical support via voice, e-mail and live chat to Cox's high-speed Internet customers. The contract is valued at $29 million.

Cox has been a billing services customer of Convergys since 1996. This deal represents new business for the billing services company. The Convergys services complement Cox's customer-centric philosophy, said Kimberly Edmunds, Cox's vice president of customer service support. In May, Charter Communications turned to Convergys for outsourced billing services.

To enhance its billing services package, Convergys recently upgraded its WIZARD platform, integrating enhanced CRM capabilities, support for new telephony services, and expanded API support. WIZARD Release 7.5 is part of a larger effort to help operators migrate their billing and customer care systems for new transaction-based services like interactive TV and IP-based services.