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December 15, 2008
CallTek Signs Up Great Lakes Data Systems
By Brendan B. Read, Senior Contributing Editor
Teleservices firm CallTek Center International has signed an agreement to provide 24/7 network monitoring, multilingual billing and technical support to cable operator customers of Great Lakes Data Systems (GLDS)’s low-cost billing, subscriber management, and provisioning software. In preparation, CallTek’s personnel recently completed training on the GLDS’s WinCable billing system, in preparation for supporting cable operators.
CallTek cited tighter budgets and a desire for 24/7 customer service have sparked growing operator interest in GLDS' lower-cost software solutions, as well as interest in outsourced contact centers from companies who offer voice, video, and data services. GLDS targets small to midsized cable firms. CallTek specializes in customer care and technical support for broadband and cable TV.
And with a tightening economy driving more firms to outsourcing, the growth in teleworkers including at-home contact center agents requiring broadband access, and President-elect Barack Obama’s promise to expand broadband networks, expect this deal and others to grow.
GLDS solutions include and handle billing, inventory, work order management, digital authorization, PPV, IPTV (News - Alert), VoIP, DOCSIS-compliant cable modem provisioning, VOD, credit card/ACH payment, and web-enabled customer care. Low-cost startup options featuring ‘Painless Data Conversion’ by GLDS are available to cable operators worldwide, including members of the NCTC, CCSA, and CCTA. GLDS customers are also eligible for most favored nations pricing on CallTek support services.
“Our cable operators needed more than just a generic answering service, “says Lon Rosado, GLDS President. “CallTek's proven track record in technical support for cable modems and other advanced services was an important criteria for us in selecting it. Cost and quality of service were also key considerations and CallTek gives cable operators the experience and affordability they need in an outsourced call center. By directly accessing the GLDS software, CallTek personnel are able to do real-time inquiries, update customer records, and provision services instantly.”
"We are very pleased to be working side by side with an industry leader like Great Lakes Data Systems, “ adds Ken Wang, President of CallTek. “We have over 300 trained call center personnel to provide cable customers with billing and technical support. At the same time, our sales staff can increase revenues for operators, and reduce their expenses. The combination of GLDS software and CallTek services will help operators to grow their subscriber base, expand customer service offerings, and reduce total costs -- all critical needs in this economy.”
Brendan B. Read is TMCnet�s Senior Contributing Editor. To read more of Brendan�s articles, please visit his columnist page.
Edited by Tim Gray
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