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Cox Communications with SupportSoft
SupportSoft, Inc. announced that Cox Communications has deployed SupportSoft's solution of end-to-end service and support solution for service providers.
With the rollout of SupportSoft software to more than 1,200 contact center analysts, faster and more personalized customer care is delivered on-demand for more than one million of Cox Communications' high-speed cable customers nationwide.
SupportSoft's patented technology enables Cox analysts to tailor support answers by connecting directly to a customer's computer with their permission, and diagnosing problems in real-time via the Internet.
This has enabled Cox to transition its traditional phone-based support analysts to Web-enabled customer service agents.
By tackling and quickly resolving
With the rollout of SupportSoft software to more than 1,200 contact center analysts, faster and more personalized customer care is delivered on-demand for more than one million of Cox Communications' high-speed cable customers nationwide.
SupportSoft's patented technology enables Cox analysts to tailor support answers by connecting directly to a customer's computer with their permission, and diagnosing problems in real-time via the Internet.
This has enabled Cox to transition its traditional phone-based support analysts to Web-enabled customer service agents.
By tackling and quickly resolving
challenging customer issues via service and support automation technology, average call handling time at Cox Communications has diminished to mere minutes.
Moreover, there is a 90% resolution rate for assisted-service calls using SupportSoft technology.
"We saw early on that there was a real need for a single, tightly integrated software platform that could effectively deliver superior service automation and support to our customers, and we found our answer with SupportSoft," said Joel McGinley, Director Customer Service Technology of Cox Communications. "With SupportSoft's Service Automation Suite in place, we can assure a great customer experience in their use of broadband services throughout the lifecycle of our relationship with them."
Service providers such as Cox depend on flexible automated support solutions that can scale to meet compounding customer growth rates, assist in efficient delivery of value-added services and to provide for the ongoing support needs of a technically evolving home computing environment.
SupportSoft's Service Automation Suite(TM) plays an essential role in enabling contact centers to cost-effectively address these challenges -- even as it increases customer satisfaction.
"Cox Communications is a great example of a market-leader that has embraced service and support automation and the value it can offer to both the customer and the service organization," said Radha Basu, Chairman and CEO of SupportSoft. "A key reason for Cox's success in growing its broadband business is the forward thinking of its customer service organization coupled with the proven ability of SupportSoft's solution. The combined result is faster, more precise resolution of customer problems by automatically providing customer intelligence to the service representative, shortening the phone call and allowing the customer to return to full use of their broadband connection as quickly as possible."
Based on Industry Standards -- CableLabs (R) DOCSIS Standard
Like all SupportSoft products designed for service providers, its Service Automation Suite supports the DOCSIS(TM) based specification set by CableLabs, so that Cox can use the software's reliability in working with a variety of cable modems.
"SupportSoft's software based on CableLabs DOCSIS standard will help us identify and solve modem-related problems for our customers more quickly, easily and efficiently," said Joel McGinley. "Through SupportSoft's compliance with this standard, we can use SupportSoft service and support automation technology to support a variety of DOCSIS based hardware."
Moreover, there is a 90% resolution rate for assisted-service calls using SupportSoft technology.
"We saw early on that there was a real need for a single, tightly integrated software platform that could effectively deliver superior service automation and support to our customers, and we found our answer with SupportSoft," said Joel McGinley, Director Customer Service Technology of Cox Communications. "With SupportSoft's Service Automation Suite in place, we can assure a great customer experience in their use of broadband services throughout the lifecycle of our relationship with them."
Service providers such as Cox depend on flexible automated support solutions that can scale to meet compounding customer growth rates, assist in efficient delivery of value-added services and to provide for the ongoing support needs of a technically evolving home computing environment.
SupportSoft's Service Automation Suite(TM) plays an essential role in enabling contact centers to cost-effectively address these challenges -- even as it increases customer satisfaction.
"Cox Communications is a great example of a market-leader that has embraced service and support automation and the value it can offer to both the customer and the service organization," said Radha Basu, Chairman and CEO of SupportSoft. "A key reason for Cox's success in growing its broadband business is the forward thinking of its customer service organization coupled with the proven ability of SupportSoft's solution. The combined result is faster, more precise resolution of customer problems by automatically providing customer intelligence to the service representative, shortening the phone call and allowing the customer to return to full use of their broadband connection as quickly as possible."
Based on Industry Standards -- CableLabs (R) DOCSIS Standard
Like all SupportSoft products designed for service providers, its Service Automation Suite supports the DOCSIS(TM) based specification set by CableLabs, so that Cox can use the software's reliability in working with a variety of cable modems.
"SupportSoft's software based on CableLabs DOCSIS standard will help us identify and solve modem-related problems for our customers more quickly, easily and efficiently," said Joel McGinley. "Through SupportSoft's compliance with this standard, we can use SupportSoft service and support automation technology to support a variety of DOCSIS based hardware."
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