Easing the transition: iGate software automates customer transfers

Network Programs LLC is delivering a software package that it claims will let competitive local exchange carriers acquire customers more quickly.

The new iGate software runs on Network Programs' business and operations support systems integration platform, called The New Platform. iGate automates the transfer of customer service records and the ordering process for unbundled loops from the incumbent LEC to the CLEC.

Before a CLEC can acquire a customer from an incumbent, they must exchange a lot of information-usually by multiple faxes. Customer service representatives must decipher universal service ordering codes and field identifiers-alphanumeric codes that correspond to services such as call waiting and call forwarding. Depending on how busy the carriers are, the process can take days.

With iGate, the process can be completed during the new customer's first call to the CLEC (see figure). The CLEC representative enters the request on the computer, and iGate retrieves records through an automated interface. The system also matches the incumbent's universal service ordering codes and field identifiers with those of the CLEC. When the order is processed, a confirmation goes back to the CLEC and is automatically stored in the CLEC database.

iGate was developed in cooperation with an undisclosed CLEC and incumbent, said Bruno Codispoti, corporate development vice president for Network Programs. Network Programs must customize the system to work with different incumbents' systems. Sales efforts will focus on CLECs.

The solution is much needed, said Michael Cristinziano, vice president of data networking research firm Gerard Klauer Mattison & Co. "Up to now it's been a very manual process," he said. "As an order manager, it automates the whole process."