CSG was the second largest billing provider in the U.S. cable television industry in 1994,[10][11] serving 27% of cable television subscribers. [9] However, according to The International Directory of Company Histories, profit margins were low and the company “still needed a turnaround.” [8] Broadcasting & Cable stated that CSG had lost its leadership and had become complacent. Haddix and Hansen made changes in the company,[4] which caused 350 out of 500 employees to leave the company within months. [8] In April 2019[70], CSG announced the opening of a technology lab to deploy blockchain technology in the wholesale business support systems (BSS) industry. [71] In May 2019,[72] the company announced the availability of its mediation platform as a cloud-based solution. [Keyword] [73] CSG Mediation™, hosted by Amazon Web Services (AWS), leverages both the cloud and native AWS tools to help communications service providers meet demand in real time. In June 2019, CSG and ITW Global Leaders` Forum (GLF) announced a partnership[74] to create an open blockchain ecosystem called the Communications Blockchain Network (CBN). In the 1990s, CSG introduced the Advanced Customer Service Representative (ACSR) system®. [8] An extension of the RNAC called ProfitNow! was introduced in 2003. Enjoy! uses a consumer`s account information to inform customer service representatives of the likelihood that a caller will cancel service or purchase a new product.
[56] It was then CSG.net into an online system with a user interface similar to Microsoft Windows. [8] CSG purchased Kenan FX software from Lucent Technologies in 2002. Kenan Software handled billing and orders, and provided middleware to integrate various customer service and billing products. [57] CSG NextGen™ was launched for international markets with multilingual support. [8] In March 2014, CSG expanded its product portfolio with a cybersecurity suite called CSG Invotas. [58] The company launched CSG Ascendon®, a digital platform for communications service providers, in March 2015. The platform leverages content monetization and delivery systems without making excessive changes to the existing infrastructure. [59] In November 2015, the Invotas entity was split into a separate entity. [60] Invotas was acquired by FireEye in a transaction that closed on February 1, 2016. [61] CSG provides software and services for the management, analysis, billing and customer service of customer data. For example, customer service representatives can use CSG systems to search for a consumer`s records and add a new service, or business analysts can look for trends in customer data. [12] According to the company`s website, the top product areas are digital monetization, revenue and customer management, and customer experience.
[53] CSG also prints and sends bills to consumers and provides call centre services. [4] CSG was founded in 1982 by Neal Hansen as a division of First Data. It became an independent company when it was acquired by CSG Holdings in 1994 for $137 million. A contract with Telecommunications Inc. (TCI), the largest cable television company at the time, had an impact on the company`s revenue growth from $80 million in 1994 to $171 million in 1997. CSG went public in 1996. A dispute with TCI over pricing led to a $120 million arbitration in 2002 with Comcast, which acquired TCI`s business. The two continued to do business together and expanded their relationship in 2014.
CSG made more than ten acquisitions in the 2000s, mainly from companies selling invoicing, customer service and operations software. CSG`s parent company, CSG Systems International Inc., is listed on the NASDAQ stock exchange. [37] In 2020, the largest customers are Comcast and Charter, accounting for 23% and 20% of revenue respectively. CSG devotes around 13% of its turnover to research and development. Revenue comes from approximately 89% from cloud and related services, 5% from software, and the rest from ongoing technical support. 68.6% of sales come from America. [77] [12] [78] CSG was founded in 1982 by Neal Hansen as Cable Services Group (CSG) as a division of the payment processing company First Data Corporation. [4] At the time, First Data was operated by American Express, which acquired a majority stake in the company in 1980. [5] CSG became part of the American Express Information Services Company, founded in 1989. [6] CSG Group`s first major invoice processing center for printing and sending invoices to consumers was established in Omaha in 1990.
[7] CSG originally sold two versions of its outsourcing services for billing processes. Under new management, she began developing additional software and advising the internal billing departments in 1994. [8] [11] During this time, the company developed CSG Workforce Express® (now Field Service Management™), a suite of software products that manage technician dispatch and other logistical aspects at customer sites. Workforce Express consists of three applications: CSG Workforce Management®, CSG TechNet, and CSG TechNet® CE, which integrate with CSG`s databases and billing systems. [8] [54] CSG Care Express™ was also developed to allow consumers` online self-service portals to view and pay bills online. [8] [55] In March 2020,[75] Forte®, a CSG company, announced its BillPay solution, which includes omnichannel accessibility, payer-friendly navigation, invoice personalization, and advanced technology. [76] The company launched CSG Detect™[62], a Software-as-a-Service (SaaS) solution, in February 2019. [63] The [keyword] solution aims to inform and inform telecommunications companies in real time of potential fraud in their billing process.
In July 2019,[64] the company launched CSG Field Service Management™, a cloud-based evolution of its Workforce Express product suite. [65] CSG Field Service Management is part of the company`s customer communication management portfolio™, which enables customers to send more than 1.5 billion messages to their end users each year. The company announced the availability of its Dispute Resolution Management Solution [Buzzword] (DRM) in September 2019. [67] The [keyword] solution provides service providers with the tools and support to automate the voting and dispute resolution process. CSG Dispute Reconciliation Management™ is part of the company`s suite of digital wholesale products and solutions. [Keyword] In October 2019, the company launched Ascendon Communications[68], the industry`s first Software-as-a-Service (SaaS) solution, the cloud-based Business Support Systems (BSS) solution. [69] This is where CSG comes in. CSG is a high-growth SaaS platform company that helps some of the world`s best-known brands solve their toughest business challenges. We are a trusted partner for global businesses looking to scale to meet the demands of today`s digital economy, with future-ready solutions that deliver exceptional customer experiences. Sell and bill for all the digital services your partners or customers use through any monetization model (subscriptions, pay-as-you-go, tiered, etc.).
In the 1990s, Telecommunications Inc. (TCI) and Time Warner abandoned their efforts to develop internal billing software and abandoned CSG International. [12] CSG`s 15-year agreement with TCI on August 11, 1997[14] made CSG the largest player in the industry[7] and contributed significantly to its growth in the 90s. [14] In 2001, the transaction represented 45% of CSG`s turnover. [15] As part of the transaction, CSG also acquired TCI`s internally developed software, SummiTrack, for $106 million. [12] [14] CSG`s services for TCI included billing, customer management and payment processing for TCI clients. [16] In October 1997, CSG International signed its first contract with a public utility, mc2. [12] Our portfolio of integrated solutions enables businesses to engage deeply with customers across all channels, successfully monetize customer interactions, and connect consumers and businesses in a timely, personalized and relevant way.