Billing vendor CSG Systems International Inc. cut a deal with interactive TV firm Navic Networks to jointly develop and market a product to cable operators that allows subscribers to check their account balances and pay their bills with a click of a remote control.
The interactive customer-care application also allows subscribers to upgrade to new tiers of programming.
CSG and Navic didn’t announce any MSO customers for the new product.
“In my past experience as an operator, routine account inquiries constitute a huge percentage of traffic to call centers. The ICC application provides customers with easy access to their accounts on their terms," Navic CEO Frank Anthony said in a prepared statement.
“With the volume of unprofitable calls reduced, call-center representatives are then able to focus on developing higher-level, consultative relationships with customers and give themselves more time to upsell additional services and promote retention," he added.