San Francisco, Calif. — Exigen Group announced today that Bell Canada will continue to use the company's Broadband Solution Suite to manage call center interactions for Bell Sympatico High Speed Internet customers. The three-year deal allows Bell Canada to introduce a range of new online services for subscribers to its consumer Internet services and better manage operational costs associated with order fulfillment, service assurance and billing processes.
The Exigen solution facilitates the seamless introduction of new services and the consolidation of customer service centers in a way that is transparent to Internet subscribers. To date, seven service centers manage approximately 700,000 calls monthly. The result is more productive use of human and automated subscriber interactions, whether via the Web, telephone or fax.
Broadband Customer Interface Management Process Module, a component of the company's Broadband Solution Suite, lowers operating costs for communications firms by streamlining customer service operations and simplifying the rollout of new offerings. The offering can also be deployed as a managed service to further reduce costs associated with technology ownership and support.
"Internet Service Providers have the challenge of trying to deliver more online services while at the same time reducing operational expenses," remarked David Hawley, an analyst with Yankee Group. "Exigen's Broadband Solution efficiently overlays the various operational systems found within large telecom companies and simplifies processes to allow contact center personnel to be more productive."
"We are delighted that a telecommunications powerhouse like Bell Canada continues to demonstrate its confidence in our solution model," said Greg Shenkman, founder and CEO of Exigen Group. "Repeat business is the best indication that we are providing real value to our clients and enabling them to deliver quality customer service in a cost-effective manner."
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