Virgin Media Taps Convergys for Relationship Management

Convergys Corp. (CVG) says it has successfully completed a complex data migration and relationship management software implementation for Virgin Media (VMED).

Virgin Media is the UK’s largest residential broadband provider, the largest virtual mobile network operator, and the second-largest provider of pay TV and home phone. The company launched in February 2007, following the merger of the UK’s two largest cable companies, NTL and Telewest, and the subsequent acquisition of Virgin Mobile. As the company came together, Virgin Media sought to better serve its customers by bringing together its four legacy billing systems. Convergys’ strong track record as the incumbent billing solutions provider at Telewest, coupled with its unique partnership approach and proven ability to support bundled service subscribers, convinced Virgin Media that Convergys’ ICOMS customer care and billing system is the solution of choice, according to Convergys.

A team of software specialists migrated more than four million accounts onto the new platform, bringing the total number of Virgin Media subscribers on ICOMS to approximately five million.

Howard Watson, chief technology officer at Virgin Media, said, “We’re committed to delivering a great service to our customers and our customer care and billing system is an important part of this. Convergys understood the complexities of our business and how to best support our customer service staff with a simple and transparent system.”

“Virgin Media is offering its customers a broad array of converged telecommunications services,” said Riki Allon, senior vice president and general manager for Convergys in EMEA. “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.”