Virgin Media has migrated the billing accounts of over four million customers, so far scattered in four different legacy systems, to Convergys’ ICOMS customer care and BSS system.
Convergys software now manages five million accounts of Virgin Media customers. ICOMS, developed for the cable and the media industry, provides integrated billing and customer care by supporting accounts from a single database. The user company can have a universal view of a customer.
Riki Allon, senior vice president and general manager for Convergys in EMEA, said: “With ICOMS in place, Virgin Media can now execute more innovative product launches across the entirety of its customer base and reduce time-to-market to maintain its competitive advantage.”
In addition to the software, Convergys provides Virgin Media with ongoing support services for the ICOMS system.
Howard Watson, chief technology officer at Virgin Media, said: “Convergys understood the complexities of our business and how to best support our customer service staff with a simple and transparent system.”
In addition to Virgin Media, Convergys’ customer kitty includes BT and Orange UK. Under a five-year contract, BT implements Convergys rating and billing software across BT Retail, BT Wholesale, and BT Global Services divisions. Orange UK continues to use Convergys’ customer management software under a two-year extended contract.
Meanwhile, the company recently won a two-year contract extension with Brazilian wireless carrier Vivo to support post-paid subscribers with provisioning, activation, customer care, dispute resolution, finance, collections, rating and billing, usage, customer interfaces, and the launch of new products and services.