Case Study: CSG Systems achieves $500,000 savings and boosts productivity with InterCall Reservationless Plus (delivered by West Unified Communications Services)

CSG Systems - Customer Case Study

CSG Systems, a leading provider of outsourced billing and customer care for cable, satellite, internet and voice services that supports more than 40,000 service representatives and processes over 52 million statements per month, faced rapidly increasing demand for conferencing. Its on-premises conferencing bridges became oversubscribed, 20–30 bridge administrators were overwhelmed with scheduling and conflict resolution, ports were scarce during peak times, and employees began outsourcing calls at departmental expense.

CSG migrated from its internal bridges to West Unified Communications’ InterCall Reservationless Plus, with each employee receiving a personal West account to start calls anytime. The move avoided more than $500,000 in replacement costs, freed administrators to focus on revenue-generating work, increased productivity, and delivered 24/7 support and hassle-free conferencing for employees.

CSG Systems