Cable & Wireless Taps iSKY

Friday Feb 15th 2002 by Roy Mark
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Data-driven customer service firm to identify companies about to lose Internet services.

Cable & Wireless has contracted iSKY Inc. to identify U.S. companies who are about to lose or who have already lost their Internet service because their current network service providers are experiencing operational or financial difficulties. Under the program, iSKY will call U.S. companies to track concerns about potential losses of Internet service as well as overall levels of satisfaction with their current Internet Service Provider (ISP).

In addition, the Laurel, Md.-based iSKY will identify particular Internet and other communications services needs these companies may have which Cable & Wireless can provide.

"The provision of these services for the telecommunications industry by outsourcers such as iSKY will generate revenues in excess of $20 billion by 2005," estimated Brian Bingham, senior analyst at IDC.

Founded as Sky Alland in 1984, iSKY provides outsourced data-driven customer service and relationship management. Its clients include Sharp Electronics, Owens Corning, BMW, Audi and Honda. The company creates industry-specific acquisition, retention and cross-sell programs supported by interactive communications and dynamic data collection and analysis.

"Many businesses across the United States face significant disruptions to their operations because their network providers have either gone out of business or are on the verge of going out of business," said Peter Green, president of business markets at Cable & Wireless. "iSKY's best-of-class expertise in utilizing advanced contact management technologies to quickly gather and seamlessly integrate data into our own automated systems will enable us to immediately identify those businesses that can benefit from a stable provider such as Cable & Wireless for their IP connectivity and hosting needs."

Cable & Wireless Global's focus for future growth is on Internet Protocol and data services and solutions for business customers. It is developing advanced IP networks and value-added services in the U.S., Europe and the Asia-Pacific region in support of this strategy.

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