Midcontinent Communications added five years to its agreement with Convergys to provide customer-care and billing services for the operator's 200,000 customers.
Midcontinent -- with systems clustered in North and South Dakota, as well as Minnesota -- uses Convergys’ ICOMS billing system. The MSO first contracted for the services in 1998, and the new agreement extends the working relationship into 2011.
In a prepared statement, Midcontinent chief technical officer Dick Busch said his company is impressed with Convergys' long-term strategy and product roadmap. Software enhancements have allowed the company to introduce modules to better manage customer-service flow and compute the lifetime value of a consumer. Those products allow the operator to optimize each customer contact, he added.