[November 14, 2001]

Convergys Debuts New User Interface For Its Convergent Voice, Video, And Data Solution For Service Providers

Convergys Corporation announced the availability of a new graphical user interface (GUI) for its ICOMS billing and customer care solution. Deployed and beta tested at Galaxy Cablevision, a Missouri-based cable television provider, the new user interface enables operators to improve customer care and reduce customer service representative (CSR) training requirements. Galaxy provides service to more than 500 rural communities in 13 states.

By using the ICOMS GUI, CSRs can quickly access business critical information as they navigate simply through windows, and easily integrate to other desktop applications, such as e-mail or trouble ticketing, to get the data they need.

"Implementing the enhanced ICOMS GUI reduced our CSR training time by 20 percent while significantly increasing our customer response times," said James M. Gleason, president and chief operating officer of Galaxy Cablevision. "With the GUI, our CSRs can quickly access information customers want and help more customers in any given period."

"The browser-based ICOMS GUI provides greater flexibility and ease of use," said Bob Marino, President of Convergys Information Management Group. "With simplified access and a universal view of a customer's accounts, operators can improve their customer service and better utilize ICOMS to cross-sell their offerings, design and discount service bundles, and grow their business."

The new ICOMS browser-based GUI provides many benefits to the user such as:

• Quick, efficient GUI upgrades through a central server rather than at each workstation.
• Rapid deployment of new customer service functionality more quickly to the market.
• The ability to run the new ICOMS GUI in either a Java or Windows network environment.
• A bill statement screen displaying a true, formatted image -- the CSR views the statement exactly as the end user sees the statement received in the mail.
• The ability to populate billing and customer information automatically into e-mails and faxes.
• A standardized desktop to integrate third party applications, such as e-mail or trouble ticketing, providing an enterprise view for the CSR.

ICOMS is Convergys' convergent voice, video, and data billing and customer care solution that allows more choices for cable and broadband service providers and their customers. With ICOMS, service providers have unmatched control and flexibility to sharpen their competitive edge, expand market penetration, increase revenues, and improve profitability. The ICOMS solution can scale easily and quickly to support the rapidly growing number of subscribers and services and provides operators with flexible, convergent statement options.

Galaxy Cablevision provides cable television programming to more than 170,000 customers in 13 states. The Missouri-based company provides distance learning and video conferencing to more than 300 schools.

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