CZN Citizen Comm

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.