MUMBAI, India & ENGLEWOOD, Colo.--(CSG Systems International, Inc. (NASDAQ: CSGS), a global provider of software and services-based business support solutions that help clients generate revenue and maximize customer relationships, announced the results of a research initiative conducted by CSG International in partnership with Bangalore-based analyst and research firm, Tonse Telecom.)--
“The region is in the midst of change that is both challenging and extremely exciting. CSG has enabled North American leading multi-channel video providers like Comcast, DISH Network and Time Warner Cable to transform their offerings both through technology and customer experience solutions”
In a joint research project, CSG and Tonse Telecom interviewed more than forty senior leaders across the cable industry and over 180 cable end-users across the now digitized metros to study the impact of the digitization of the cable industry in India. Following the digitization deadline imposed on four key metros – Mumbai, Delhi, Kolkata and Chennai – CSG hosted the first in a series of VIP Cable Luncheons, bringing together more than sixty cable industry operators, leaders, experts, analysts and media including multi-system and local cable operators, broadcasters, content providers and set-top box suppliers to hear the results of the 2012 Cable Digitization Research Study.
Held in Mumbai, the event also included key note presentations from Ms Roop Sharma, President of the Cable Operators Federation of India; Ltd. Col. (Ret’d) V C Khare, Cable Industry Expert and Advisor; Mr K V Seshasayee, Cable Industry Board Member & Mentor; Mr Sridhar T. Pai, CEO and Founder of Tonse Telecom; and Mr Dwayne Ruffin, Senior Vice President of Market Development at CSG International.
Presented by Mr Pai and revealed for the first time, some of the key findings included:
- Cable operators are expecting a 10% loss of their subscriber base to Direct-To-Home suppliers
- Once the supply chain is stabilized, cable operators are hopeful that Average Revenue Per User (ARPU) will increase by up to 30%
- MSOs (Multi-Systems Operators) are aware they need to acquire the skills to not only deliver the services but to develop a greater appreciation of their customers with more sophisticated marketing and quality customer service
- 95% of cable end-consumers were supportive of digitization, however just 30% expected to have to pay more
- The average number of channels available to digital cable subscribers is approximately 300 with almost all respondents indicating they watched less than 12 channels on a regular basis
- Only 7% of the total survey sample believed the digital experience will not be superior to analog.
All event delegates received a copy of the Key Findings Report which details the results and in-market context for the findings, now available to the public at http://www.csgi.com/resources.
“The region is in the midst of change that is both challenging and extremely exciting. CSG has enabled North American leading multi-channel video providers like Comcast, DISH Network and Time Warner Cable to transform their offerings both through technology and customer experience solutions,” said Dwayne Ruffin, CSG International’s Senior Vice President of Market Development. “As we look at the activities that are taking place in India, we know that our 30 years of experience in helping companies navigate these challenges is unmatched and will be highly beneficial to operators.”
Ms Roop Sharma, President of the Cable Operators Federation of India, spoke about her concerns in relation to the nation-wide digitization deadline of December 2014. “This truly is a mammoth task. Every stakeholder is important and there must be respect for each other. If tariff and infrastructure issues and logistics can be resolved and the cable industry can follow and build a Telecom infrastructure; then I believe nation-wide digitization is possible,” Ms Sharma said.
“With primary customer contact now in the hands of MSOs, it will be imperative that customer satisfaction is upheld in order to avoid subscriber losses to the Direct-To-Home players. Technology has a large role to play here and can be the difference between losing, retaining or growing subscribers and importantly revenues,” added Mr Ruffin.
During the luncheon’s Question & Answer panel discussion, it was revealed that the freedom to choose personalized product bundles can be expected to increase customer satisfaction however, understanding and adapting to these individual preferences will be the key to establishing longstanding and profitable relationships with cable customers.
“The survey gave evidence to the fact that cable service providers need to transform the way in which they offer new services and support to their customers. CSG and Tonse Telecom will be embarking on a follow-up research initiative in 2013 to determine how successful this has been operationally, on the market in general and specifically for the end-users,” said Mr Pai.
Drawing on over 25 years of experience and expertise providing customers with world-class licenses and SaaS based products and solutions, CSG’s billing, customer care and business optimization platform is the premier system for Cable/DBC Communication Service Providers in North America. This pre-integrated platform is relied upon every day to support more than 48 million subscribers of convergent voice, video and data services and used by more than 40,000 customer service agents.
About CSG International
CSG Systems International, Inc. (NASDAQ: CSGS) is a market-leading business support solutions and services company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, DISH Network, France Telecom, MasterCard, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG International offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. For more information, visit our website at www.csgi.com.