Teleservices outsourcing and solutions firm Convergys, Cincinnati, announced a contract this week to provide a new billing and customer relationship management system to phone, cable and Internet services provider RCN Corp.
The system, specially designed for use by cable and broadband service providers, will allow RCN to offer its customers multiple billing options. Customers can pay for all the services they receive from RCN, Princeton, NJ, on one bill or on multiple bills.
The Convergys solution, known as ICOMS, also will allow RCN to unify its customer database so its customer service representatives can view a customer's history in a single record. RCN expects to have all of its 1 million customers in the Boston, Philadelphia, New York, Chicago, San Francisco and Washington areas transitioned to the ICOMS system in 12 to 18 months.
