C is for competition.

• Author: MARKS, SUSAN J.

COMPETITIVE LOCAL EXCHANGE CARRIERS, OR CLECS, OFFER AN ALTERNATIVE TO US WEST FOR TELECOM NEEDS, BRINGING COST SAVINGS AND -- SOME SAY - SUPERIOR SERVICE.

More than a year ago, Oracle Corp. decided that its 1,000-employee call support center in Colorado Springs needed a major upgrade. But instead of turning to entrenched the then stalwart US West, Oracle looked to Englewood-based ICG Communications Inc. for the bulk of the center's voice and data services.

Oracle wanted a telecom provider that could meet its aggressive timeline and evolving needs. US West had the services, but ICG's package and service levels were superior, said Paul Zawacki, senior network engineer for Oracle.

"We saw a younger, more aggressive company that could keep up with us," he said, describing ICG as "hungry and very responsive."

ICG is one of many Colorado competitive local exchange carriers (CLECs), or local, regional and national companies that compete with incumbent carriers - typically the Regional Bell Operating Companies (RBOC) -- for telecom service business in a given area. Colorado's RBOC is US West, which became part of Qwest Communications International at the end of June, following completion of a $48 billion merger.

US West has been besieged with complaints of poor service, and as recently as April, the Colorado Public Utilities Commission ordered US West to refund $12.7 million to its customers for quality of service violations, including lengthy waits for repairs and responses to customer calls, according to Terry Bote, a Public Utilities Commission spokesman. PUC requires that 85% of trouble calls be repaired within 24 hours and 85% of calls answered within 60 seconds, he added. The order is under appeal, Bote said.

"We will put our service quality up against any competitors' in the state, and we will put our commitment to service against any competitors' in the world," said US West spokeswoman Audrey Mautner. "Ninety-eight percent of the time US West installs service when, where and how a customer wants it, as promised and on time."

But for those companies leery of US West's service history and unsure of Qwest's impact, CLECs are the choice for next-generation communications providers. They bring affordable, high-speed Internet access and advanced communications services to even small businesses, said Adam Guglielmo, an analyst with the Denver office of Tele-Choice, a telecom consulting firm.

With such services as local dial-tone, long-distance, Internet access and private data lines, CLECs offer web hosting, wireless connections, website design, consulting and more. Often a CLEC's pitch promises personal and responsive service for 10% to 30% less than US West.

CLECs vary their offerings too: Some specialize in broadband or Digital Subscriber Line (DSL) high-speed data transmission; others offer only dial-tone or local voice options; and still others offer a combination. Some are facilities-based, meaning they own some telecom lines and switches, and lease the rest from US West. Other...