Citizen Comm (NYSE:CZN)
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Progress Software Corporation
(NASDAQ: PRGS), a global supplier of application infrastructure software
used to develop, deploy, integrate and manage business applications,
announced today that Citizens Communications Company (NYSE: CZN), which
operates as “Frontier Communications,”
has implemented Progress®
DataXtend® Semantic Integrator (SI) to
reconcile data definitions between systems to enable data integration
based on a common model.
Frontier chose DataXtend SI as a critical piece of a larger customer
relationship management (CRM) project designed to minimize customer
handoffs and increase up-selling opportunities. Frontier wanted to
target opportunities more effectively using real-time knowledge of a
customer’s existing services. The system,
based on DataXtend SI, includes a third-party eBusiness product catalog,
various legacy operational support and billing support systems, and an
enterprise service bus (ESB) -- in this case the WebSphere Process
Server -- as the integration backbone. DataXtend SI also reconciles the
different data definitions of the product catalog and legacy systems,
allowing them to communicate. Specifically, the third-party eBusiness
system calls a web service endpoint on the ESB. The ESB then calls into
DataXtend, which maps data from the incoming request to a common model
based on the TM Forum's Shared Information Data (SID) model. The next
step maps the resulting common model to the data model of the legacy
system needed to fulfil the request.
DataXtend SI, with its standards-based, common-model approach to
semantic integration, has enabled Frontier to meet its goals and
critical timelines. The DataXtend SI implementation has helped Frontier
minimize customer touch points by making integrated customer account
information available to customer service representatives (CSRs) during
calls. Previously, Frontier CSRs had to access multiple systems to
obtain customer or product specific information. Now they can seamlessly
access information across a subscriber’s
entire account, greatly improving their ability to meet customer needs
and maximize up-selling opportunities.
In addition to increased efficiency in handling incoming orders, CSRs
can now better gauge the appropriateness of various marketing offers for
individual customers without transferring the calls to other
departments. This visibility opens up opportunities to up-sell and
cross-sell more effectively, enabling Frontier to increase revenue
across its service lines.
“With DataXtend SI, we will reduce our
integration efforts, improve time-to-market, stay on top of on-going
data changes, and continue to improve the customer experience,”
said Michael Finn, IS Manager, Frontier. “Specifically,
DataXtend allows us to validate data exchanges between systems by
focusing on the business integrity of data, making disparate systems ‘sing’
together. In turn, we can consolidate and simplify our integration
development effort and target the right services and special offers to
existing customers. DataXtend SI will allow us to reach our project
goals and put us in a strong position to complete future projects that
will benefit our customers.”
Once Frontier has completed the implementations for existing customers
and then for new customers and services, it plans to utilize DataXtend
SI to produce a fully self-sufficient customer service option that
allows it to target new customers and offer new services without
re-structuring its existing system.
“Frontier is the second largest rural local
exchange company in the country and a proven leader in offering
telephone, television and Internet products and services to small and
medium-sized markets around the country. Continually improving the
customer experience drives everything the company does, so we are
thrilled to add it to our expanding roster of telecom customers,”
said Ken Rugg, VP and General Manager, DataXtend, Progress Software. “Customer
service has been a historic pain point for telecom providers, but now
that does not have to be the case. By eliminating service silos and
enabling CSRs to access all available subscriber information, Frontier
will be able to serve its customers more simply, efficiently and
quickly. Progress DataXtend SI will help Frontier continue its
transformation of customer service into an organizational strength that
will generate increased revenue and good will across its broad customer
base.”
About Progress Software Corporation
Progress Software Corporation (NASDAQ: PRGS) provides application
infrastructure software for the development, deployment, integration and
management of business applications. Our goal is to maximize the
benefits of information technology while minimizing its complexity and
total cost of ownership. Progress can be reached at www.progress.com
or +1-781-280-4000.
About Citizens Communications Company
Citizens Communications Company (NYSE: CZN) operates under the brand
name of Frontier and offers telephone, television and Internet services
in 24 states. More information is available at www.czn.com
and www.frontieronline.com.
Progress and DataXtend are trademarks or registered trademarks of
Progress Software Corporation. Any other trademarks or service marks
contained herein are the property of their respective owners.