XO Communications Achieves Operational Excellence with CSG Convergent Billing

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XO Communications Achieves Operational Excellence with CSG Convergent Billing

Case study showing how XO Communications replaced a legacy outsourced billing system with CSG Convergent Billing to improve order flow-through, reduce rejects, and cut time-to-market for new telecom services.

Published

June 4, 2026

Read time

3 min read

Source

XO Communications, a national provider of voice and data services, integrated CSG Convergent Billing with order entry and provisioning systems to replace a costly, customized legacy platform. The project delivered a tenfold improvement in order flow-through, reduced reject rates by 60 percent, and enabled the company to bring billing operations in-house. These changes supported a 75 percent reduction in change implementation time and allowed four major product releases annually while maintaining staffing levels after a major acquisition.

Key takeaways

Order flow-through improved by more than 10x after BSS/OSS integration

Order reject rate fell below 10 percent, a 60 percent reduction

Time required for system changes and new product configuration dropped by up to 75 percent

Staffing reduced from over 10,000 to 4,400 employees while serving the same customer base

New product time-to-market achieved in 60 days with four major releases per year

Market overview

SCR methodology note

Vendor landscape

Leaders

Implementation considerations

Important consideration

Original Source

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