BUSINESS OVERVIEW One of the nation’s largest Satellite Digital Services Providers saw an opportunity to better control how calls were routed through its call center for faster resolution and an improved overall experience. Nearly 80 percent of its inbound calls were solely for processing payments which took valuable agent time away from higher priority support issues. Prior to leveraging CSG Interactive Messaging the company faced numerous business challenges with its existing system, including: A single customer service queue for their call center, which relied on customer keypad selections for call routing; customers wouldn’t reach the right agent based on their needs. As a result, customers endured complex interactions without the guidance of a subject matter expert, a

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