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Assure Contact Center Tes…
76% of people who contact customer service do so over the phone. Over half of callers have always or most of the time tried some f…
Would You Rather: A Digit…
Consumers have more methods than ever for getting things done. Thanks to a growing array of digital channels and the mainstreaming…
3 Insights to Scale Your…
Subscription management platforms were introduced a decade ago, but they can’t keep pace with change. The digital economy has ampl…
Webinar: The 3 Phases of…
To become customer journey-centric, it requires a change in the DNA of your organization at every level of the business. Journey-c…
The Next-Best Action for…
As consumers, we live in an age where we expect extraordinary experiences from the brands we love. As a business, the pressure to…
Success Factors for CSPs’…
What can CSPs do to avoid the pitfalls of siloed or poorly integrated selling and order capture systems, multiple product catalogs…
CSG Ascendon: Intelligent…
Get In The Digital Services Game…Right Now The possibilities for new digital service offerings are virtually unlimited. Seize and…
IDC Profile on CSG Encomp…
IDC Market Perspective on CSG Encompass by Karl Whitelock, Research Vice President, Communications Service Provider Operations &am…
Embracing Digital Ecosyst…
New Partners, New Expectations We have entered a new era of co-creation with partners. The number and complexity of partner relati…
CX Live Webinar: Smart Re…
Customer experience is a moving target. Staying out in front of ever-increasing customer expectations requires businesses to be re…
CX Live Webinar: ROI in C…
What Could I Do? What Should I Do? Evaluating Special Initiatives in CX When initiatives are being evaluated, companies choose by…
Smart(er) Notifications D…
When customers are overwhelmed by the volume of notifications they receive, how do you get them to respond to yours? By sending be…
Voice of Customer and Jou…
Measuring the success of your customer experience (CX) involves more than simply asking customers for feedback. Now you can truly…
Find the Right Path to Yo…
We all know that 5G unleashes exciting new revenue potential, but we are also aware that it brings complexity—a lot of complexity….
CSG Bill Explainer Datash…
CSG Bill Explainer is a tool that guides your customers through their bill to understand their charges, including any month-to-mon…
CSG Bill Composer Datashe…
Transform your billing statements into compelling customer touchpoints, on any channel. CSG Bill Composer is a self-service commun…
Xponent Ignite for Financ…
For most financial services companies, creating journey-driven customer experiences has been daunting. It’s been difficult to even…
Xponent Ignite for Health…
For most healthcare organizations, creating journey-driven patient experiences has been daunting. It’s been difficult to even know…
Xponent Ignite for Retail…
For most companies in retail, creating journey-driven customer experiences has been daunting. It’s been difficult to even know whe…
Xponent Ignite for Teleco…
For most companies in telecommunications, creating journey-driven customer experiences has been daunting. It’s been difficult to e…
Xponent Ignite Datasheet
For most brands, creating journey-driven customer experiences has been daunting. It’s been difficult to even know where to start….
Connected Communications:…
For financial services companies, batch-and-blast mass communications are no longer good enough. Improving customer engagement now…
Patient Engagement: Deliv…
For healthcare organizations, batch-and-blast mass communications are no longer good enough to capture patients’ attention. Improv…
Retail Experience: Orches…
For companies in retail, batch-and-blast mass communications are no longer good enough. Improving customer engagement now requires…
Context is Key: Deliver C…
For telecommunications companies, batch-and-blast mass communications are no longer good enough. Improving customer engagement now…
7 Ways To Engage Your Dig…
Today, the average person has an almost infinite number of choices when it comes to being entertained, from streaming platforms an…
CSG Marketing Services
Effectively reaching today’s customer isn’t as simple as suppressing one channel. It requires a thoughtful omni-channel approach w…
CSG Advanced Convergent P…
Evolving technology is driving change. New opportunities are being enabled by rollouts of network technologies such as fiber and 5…
5 Billing Statement Sins…
Bill design can make or break an organization’s billing experience. How customer-centric are the bills they’re sending out? We put…
CSG Named a Leader in SPA…
CSG Named a Leader in SPARK Matrix  Customer Communication Management, 2022 The 2022 SPARK MatrixTM evaluates the most significant…
CSG Named a Leader in The…
The Q2 2022 Forrester Wave™ evaluates the most significant Journey Orchestration Platform vendors and scores them against 27 detai…
CSG Named a Leader in SPA…
CSG Named a Leader in SPARK Matrix Customer Data Platform, 2022 The 2022 SPARK Matrix™ evaluates the most significant Customer Dat…
CSG Dash Datasheet
Is your company drowning in data? From wearables and health sensors to smart vehicles, smart cities and connected homes, the amoun…
Context Is Key: How to Br…
Today, batch-and-blast mass communications are no longer good enough. Improving customer engagement now requires context-driven no…
The BSS Building Blocks o…
In this joint report, Analysys Mason and CSG explore how CSPs are responding to these trends by increasing their focus on developi…
VicTrack’s Digital Transf…
There’s a lot riding on Victoria’s public transport system, and VicTrack’s telecommunications network keeps it running—providing t…
CSG Encompass Brochure
The race to maximize 5G ROI is on. From voice and data to fixed wireless access to innovative IoT and multi-party offerings, CSG E…
State of the Customer Jou…
In 2021, we tracked over 10 billion customer journey interactions—our most of any edition—across a plethora of channels and indust…
CSG Advanced CCS Overview
IS YOUR BSS POWERFUL AND FLEXIBLE ENOUGH FOR 5G? CSG Advanced CCS is a modular, cloud-native and cloud-agnostic 5G converged charg…
WBR: How Field Service Or…
Consumer demand for home-based services is rising—but so are their expectations. Is your home service organization leveraging lead…
SPARK Matrix™: Customer J…
This research report from Quadrant Knowledge Solutions explores the rapidly changing customer journey analytics marketplace and ma…
Robi Axiata Policy Contro…
Robi Axiata is one of the largest network operators in Bangladesh with over 50 million subscribers. To boost revenues and expand m…
CSG Xponent Overview Broc…
CSG Xponent is a comprehensive, unified customer engagement platform that brings disparate data about your customers together to d…
Don’t Let Customers…
Just like “ghosting” in the social sense, customers can abandon your brand for reasons you don’t know. But you can learn why custo…
Customer Experience in Te…
While the Covid-19 pandemic has caused significant disruption to the ability of telecoms providers to meet the needs of their cust…
CPQ & Quote to Cash…
5G and IoT, as well as new multi-party business models such as B2B2X will accelerate the need for sophisticated and integrated cat…
CSG Encompass Order Manag…
5G and IoT, as well as new multi-party business models like B2B2X will accelerate the need for sophisticated and integrated catalo…
CSG Encompass Catalog Dat…
5G and IoT, as well as new multi-party business models such as B2B2X will accelerate the need for sophisticated and integrated cat…
The 2021 Gartner® Magic Q…
IT’S HERE – GET THE LATEST RESEARCH ON THE FIELD SERVICE MARKET Field service management, as we know it, is in flux. W…
National Life Insurance A…
A major life insurance provider was redesigning their lead management process to more quickly balance the demands of their agents…
European Bank Boosts Paid…
A U.K. financial leader and provider of existing clearing and faster payments services used this opportunity to create a faster sw…
CPG Brand Nurtures Consum…
A global retailer specializing in consumer packaged goods (CPG) wanted to become a trusted advisor to its consumers and expand the…
Leading CPG Brand Drives…
A major producer of consumer packaged goods (CPG) in the Japanese market needed a better way to onboard their existing customers t…
Utility Adapts to Crisis…
At the onset of the COVID-19 pandemic, a utility business saw their call center staff unable to work due to safety concerns. With…
Leading Bank Pinpoints Ga…
A leading North American bank had a powerful investment tool that allowed consumers to invest using AI. Users reported high satisf…
MTN South Africa Transfor…
MTN and CSG have been working together for almost two decades, evolving MTN’s billing processes, technology, and business models t…
Analysys Mason Report: La…
Insights from our commissioned study “Large Enterprises demand for communications and IT services.” CSPs need to look…
10 5G Use Cases to Moneti…
The fifth generation of cellular technology is upon us, and it ushers in a new era of unprecedented possibilities. With speeds up…
ADT Builds a Better Bill…
ADT knew they could re-tool their billing statement to improve their customer experience and reduce call volumes. What they didn’t…
CSG Policy Control
Effective data management and policy control is at the core of delivering the experiences that customers demand, with real-time in…
CSG USSD Gateway: Deliver…
As subscribers seek new services and experiences, operators are looking for ways to increase revenues and decrease churn. But if s…
ADT Drives Customer Respo…
ADT needed to notify a large portion of their home security customers about a necessary equipment upgrade. The company sent out em…
Global Sporting Organizat…
Streamers today want to be able to watch content on their terms. With large live sporting events, it can be challenging to quickly…
CSG SMS Platform
As operators roll out their 5G networks, they require SMS solutions to dynamically support message delivery across network types a…
CSG Service Control Point
To maximize the return on their network investments, operators want to preserve 2G and 3G voice services as they continue to build…
CSG Real-Time Promotions
Subscribers want to see, feel and really engage with brands. They expect consistent and personalized experiences delivered whereve…
CSG: A Top Provider in Pr…
How does CSG stack up among print-and-mail service providers? Madison Advisors, an independent research and consulting firm, answe…
TIER 1 B2B OPERATOR REALI…
A Tier 1 B2B operator wanted a single, consolidated platform to manage their global enterprise customer base. They needed one bill…
4 WAYS CALL MISLABELING I…
Do you know what your customers see when you call their phone? Some of them might see an old or inaccurate brand name displayed on…
APAC CSP Boosts Efficienc…
A leading communications service provider (CSP) headquartered in the Asia-Pacific region realized the importance of overhauling it…
The Ecosystem Playbook fo…
The Ecosystem Playbook for CSPs is an exciting TM Forum catalyst project featuring Saudi Telecom as project champion along with su…
Customer Journey Orchestr…
Today’s customers demand easy, seamless experiences from brands. And oftentimes, it falls on marketers to ensure they get them. So…
Monetizing The Enterprise…
Today, more than half of all communications service providers (CSPs) globally get 90 percent of their revenue from B2C. But the fu…
Webinar: Thriving in a Wo…
Thriving in a World of On-Demand Customer Expectations Session description Until recently, the driving force for technology decisi…
Digital Leadership Roundt…
The B2B segment is poised for growth but communications service providers (CSPs) need to adapt by evolving their business architec…
The 3 Key Digital Mediati…
As technology continues its evolution and changes the way communications service providers (CSPs) operate, it is imperative to sta…
Service Electric’s IVR Ac…
Service Electric Cablevision, an Eastern U.S. cable operator, was in the midst of modernizing its inbound interactive voice respon…
25 Conversational AI Use…
What are the biggest pain points for your customers? Your most expensive or time-consuming business processes? There’s a strong ch…
Webinar Recording: Emergi…
Did the pandemic cause a flurry of technological innovation? Do we now have better ways to deploy WFH? Implement self-service? Imp…
Global Bank Simplifies Cr…
A global top-five bank wanted to streamline their process for notifying customers who had paid off their mortgages. Each month, th…
CX Market Leaders In Tele…
As a handful of operators begin to make progress on prioritizing customer loyalty, this report will explore how four CX practition…
Your Automated Knowledge…
One of the most pressing challenges within the field service industry is the struggle to hire technical talent, as experienced tec…
Partnering for Success: C…
When two experts in their respective fields come together, everybody wins. Case in point: CSG and Microsoft. The combination of CS…
Asian SVOD Provider Deliv…
In the crowded field of content, media and entertainment companies are competing against digital-first brands like Netflix and Hul…
Major Bank’s Outbound IVR…
When your customers need critical information on their accounts, why wait for them to call you? A global top-five bank got proacti…
5 Digital Monetization Us…
Digital services represent a $142 billion opportunity for CSPs—think internet TV, 5G and more. But in a competitive marketplace, y…
Custom Rules Engine
Are there flaws in your customer care processes that cause friction and cost revenue? Fix them with intelligently designed busines…
CX Trends for Finance and…
In today’s experience economy, it is essential that financial institutions look not only to the experiences that direct competitor…
Cable Operator Uses Perso…
How much more effective are ad pages when they’re personalized? A Tier-1 cable operator ran a test using Message Manager to find o…
Healthcare Industry Solut…
Today’s consumer expects easy, personalized experiences not just from the tech industry, but also from healthcare. But healthcare…
Frost & Sullivan 202…
According to Frost & Sullivan, 5G represents a monumental shift in communication network architectures, accelerating revenue g…
State Government Rapidly…
Following mass layoffs during the recent pandemic, a state labor department’s inbound call volume surged to more than 1,500 times…
Forrester Study: Great CX…
CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management. Read a comm…
The Agility Imperative: H…
Today’s contact centers are not ready. They struggle to adapt to call spikes. They can’t track customers to anticipate their needs…
Field Service Management…
With so many stakeholders impacted in the realm of field service, being able to put a clear adapt-and-response strategy in place w…
CSG Visual Connect
What if you could reduce time to resolution by enabling call center agents and customers to troubleshoot with a remote mobile scre…
Streaming & OTT Pred…
CSG Digital Partner Manag…
To profit from 5G network services and from digital services such as content and the Internet of Things (IoT), CSPs must evolve in…
Spark New Zealand Increas…
Spark (formerly Telecom New Zealand) is New Zealand’s largest telecommunications operator, providing mobile, broadband, fixed line…
Conversational AI Datashe…
Through the power of continuous learning, CSG Conversational AI understands everyday speech, phrasing and context, enabling it to…
CSG Self-Service Kiosks
CSG is an expert in customer engagement. We provide the interactive touch software behind a streamlined payment journey, allowing…
CCW Digital Market Study:…
This Market Study on the Contact Center of 2025 explores the lingering challenges and stereotypes we need to urgently address. It…
CSG Recognized as a Best…
CSG Field Service Management was featured in Insights Success Magazine’s “The 10 Best Performing Field Service Solutio…
IoT Monetization Strategi…
This Heavy Reading white paper, sponsored by CSG, explores the importance smaller CSPs place on the Internet of Things (IoT) and w…
IBC 2019 Day 2 | Bill Gas…
IBC 2019 Day 1 | Bill Gas…
CSG Field Service Managem…
Without a modern back-office to choreograph the entire service journey, it’s no wonder why customer satisfaction scores remain low…
Digital Transformation: A…
Wholesale Managed Service…
Deliver innovative services faster and cut costs from your business with CSG Wholesale Managed Services. CSG Wholesale Managed Ser…
CSG Digital Wholesale
CSG Digital Wholesale is a digital partner management and monetization settlement solution designed to handle the digital partner…
CSG Interactive Bill
Billing is a crucial part of the customer experience, and it’s an area that’s ready for digital transformation with CSG Interactiv…
Transforming Your IVR fro…
A good IVR experience should be quick, intuitive and seamless. Customers dial in, provide context for their call to achieve resolu…
MWC19 Day 4 – Partn…
MWC19 Day 3 – 5G Pr…
MWC19 Day 2 – Conve…
MWC19 Day 2 – Trend…
MWC Barcelona 2019 Presho…
MWC19: CSG Trend Watch &#…
MWC19 Barcelona: The Time…
Detecting and Stopping In…
Telecom fraud not only impacts CSPs’ bottom lines—it also impacts CSPs’ relationships with their customers. Degraded voice quality…
Analysys Mason Whitepaper…
The total revenue for the IoT value chain is expected to exceed $200 billion by 2025. To capture their share of this IoT revenue,…
Quad-Play Provider Adds S…
A Tier One American quad-play provider needed a solution that could scale to handle millions of cash transactions per year. It wou…
How to Seize the 5G Oppor…
5G is fast becoming a reality with widespread deployments expected by 2021. 5G will deliver speeds up to 1000 times faster than 4G…
Four Keys to Modernize Yo…
Siri, Alexa, and Hey Google have refreshed consumers’ perception of voice. While they may not be keen to talk to a representative…
Crisis Communications: Pa…
A data breach or crisis can destroy the public’s trust in a company, but as important is how the company responds when its reputat…
Pay TV Industry Experts D…
CSG Digital Wholesale Saa…
The CSG Wholesale Billing Management Solution Suite—Settlement, Roaming Settlement, Routing Optimization, Assure and Exchange—help…
Roaming Settlement Soluti…
CSG Roaming Settlement Solution lets you process visiting and outgoing subscriber data, and generate the outputs needed to settle…
National and Internationa…
CSG National and International Settlement Converged Networks supports all rating and settlement types from one system, letting you…
Combatting Churn at The P…
CSG at The Pay TV Show 20…
CSG Recaps ITW 2018
CSG at ITW 2018
The Customer Journey Guid…
Customer journeys create competitive experiences that drive loyalty and influence purchasing decisions. Creating a robust and effe…
CSG Dispute and Reconcili…
CSG offers software, service and consulting in the Dispute and Reconciliation Management space, and addresses one of the central p…
Streamlining Ongoing Comp…
To comply with GDPR, communication service providers must consider many additional aspects for end-to-end compliance, like the pro…
Smart Trash and Smart Flo…
CSG at Smart Cities Conne…
CSG at MWC 2018: Partner…
CSG at MWC 2018: IOT &#82…
Taking the Pulse of Mobil…
Stratecast/Frost & S…
Communications service providers want to be “digital services providers.” In this light, CSPs become more “customer engaging,” and…
CSG Assure Voice Quality…
Poor voice quality is a common problem (especially for international calls), due to the different network technologies and topolog…
CSG Assure Carrier Testin…
CSG Assure helps operators quickly and easily verify calls across quality indicators, including CLI, MOS, DTMF, fax, connectivity…
Tier One Cable Provider D…
A Tier One North American cable provider achieved these results in one of its key regions by focusing on a critical part of the cu…
Don’t get voted off the I…
The internet TV market: a reality show of its own. As the Internet TV market continues to develop, it is revealing surprising twis…
Bridging the BSS Gap
Legacy BSS infrastructure doesn’t cut it in the digital services world, but it’s still a critical part of an organization’s back-o…
CSG Assure Calling Line I…
If your subscribers can see who is calling, they are more likely to answer, making you money. But if they can’t see who is on the…
CSG Assure Roaming Testin…
There is nothing more frustrating than being an international traveler and encountering roaming issues. These issues aren’t…
CSG Assure SIM Box Detect…
CSG Assure is a highly effective test call-based SIM Box detection solution. CSG is currently working with the fraud departments o…
CSG Assure SMS Testing
Business applications for marketing, notifications, and authentication are making SMS text messaging more popular than ever. Trill…
CSG Assure False Answer S…
False charges—even when not your fault—can cost you millions, leading to customer churn and damaging your reputation. To solve thi…
CSG Field Service Managem…
Optimizing field resources is one of the greatest challenges organizations face as they focus on differentiating through a flawles…
CSG Digital Wholesale: Co…
Wholesale telecom is one of the fastest moving markets in the world. With new players and partners coming onto the scene faster th…
BSS in the Cloud
The BSS market has changed radically in recent years as the telecoms industry has adopted new technologies such as HSPA and, more…
Serving Tomorrow’s…
The technology insights firm MachNation conducted a survey of over 800 small-medium and large enterprises to understand their view…
CSG Message Manager
When the monthly statement arrives, customers open it—and actually read it. In fact, industry research shows that 95 percent of cu…
AWS Solution
CSG selected Amazon Web Services (AWS) to run its industry-leading and recognized Ascendon platform. AWS has the data security, gl…
CSG Interconnect
Partner management—all of the business that you do with other operators and enterprises—continues to be a vital part of your busin…
CSG Ascendon Solution
The Digital Economy is here. And it’s here to stay. Participation is no longer an option. Organizations must position their digita…
Going with the flow: How…
Consumers are streaming video at an ever-increasing rate, and on more devices–across their television sets, computers, smartphones…
Beefing up your Backend f…
Digital players are successfully disrupting the traditional telecoms industry–despite the efforts of the latter to preserve existi…
Ascendon Digital BSS Solu…
Launch new digital services quickly without having to replace your existing billing system used to support traditional services. L…
National Bank Stops Fraud…
Credit card fraud costs consumers and banks billions of dollars every year. Consumers lose money with each instance of fraud, and…
Major Satellite Cable Pro…
Customers hate to wait on hold. What they hate even more is discovering there was a simple answer to their question. A leading sat…
Retail Pharmacy Provides…
Millions of Americans refill billions of prescriptions every year. But patients can get busy and forget to fill their prescription…
Striking a Balance: How Y…
Nearly two-thirds of American households lack a landline, and companies have expanded their mobile messaging capabilities to stay…
CSG Proactive Appointment…
Life moves fast, and patients are busier than ever. Missed appointments can cause delays that keep healthcare providers from seein…
CSG SMS Solutions
When your customers seek speed and simplicity, there’s no better communication channel than text. Consumers expect businesses to o…
Canadian Operator Streaml…
When you’re operating in nine provinces and six time zones, there’s very little room for error—and lots of room for mi…
Future Networks – A Formu…
This whitepaper looks at the arrival of 4G as the last detail of the next generation network topology and asks: can the market eve…
CSG Exchange: Automated C…
An operator can have hundreds or even thousands of active agreements in place with their interconnect partners. Each agreement wil…
CSG Singleview: World-Cla…
Communication service providers are on the ride of their lives. New technologies and services are being launched at breakneck spee…
CSG Intermediate
Operators worldwide have spent billions of dollars on network upgrades, all to support consumer demand for data. They’ve inv…
CSG Assure
Changes in voice calling markets and networks have exposed many carriers to revenue loss and deteriorating quality in their intern…
CSG Route Datasheet
Buying and selling international traffic is a critical component of the wholesale telecom business. It requires precision, market‐…
CSG Interactivate
Network evolution, consolidation, explosive growth of Internet of Things (IoT) (personal and M2M), new applications and complexity…
Best Practices for Buildi…
Learn how CSPs can cut through the clutter with a more strategic approach to offer management.
Stratecast/Frost & S…
We are moving into an era where CSP business models are much more individualized based on customer preference, geographical unique…
Large Cable Company Impro…
What happens when you outgrow your statements? The northeast region of a large cable company had expanded to six different divisio…
Driving the Need for Mass…
Consumers use data services on a daily basis, but getting mediation systems in place to support customers can take much longer. Ru…
Three Key Drivers &…
In today’s marketplace, you have to walk a fine line between driving down costs and providing a comprehensive, cross-channel…
CSG Digital Mediation
Combining voice and data services on a single network benefits both consumers and operators. Today’s customers expect to be…
Leveraging Mobile as the…
Smartphones have transformed how people live their lives. They stream content, get real-time directions, and chat with friends on…
Strategies for Perfecting…
In the past, different departments owned different communication channels. This created maintenance issues and impacted consistenc…
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