A Bright House Customer-Care Supervisor Is an Observer
Cable Operator Deploys Volicon Observer to Monitor Customer Interaction
By Linda Haugsted -- Multichannel News, 6/27/2007 9:52:00 AM
Bright House Networks installed monitoring technology at its customer-care offices that allows supervisors to view workers as they interact with customers and archive transactions for 60 days.
The system, Volicon Observer, is a streaming-video engine and player. From a Microsoft Internet Explorer interface on computer desktops, supervisors can log on daily to analyze service performance, as well as search and retrieve video clips, locally or remotely, to be used for coaching opportunities or to develop documentation relating to customer-service claims.
As each day's footage is recorded and stored, the oldest content is automatically dumped from the system to maintain two months of backed-up footage.
"The Observer system gives us functionality similar to that of a security system, but with extended storage capability and a much better broadcast-quality picture that provides smooth playback on a full-screen display," said Dale Looper, engineering and program-operations manager at Bright House, in a prepared statement.
Akamai has created a digital operating environment for the Web. Our global platform of thousands of specially-equipped servers helps the Internet withstand the crush of daily requests for rich, dynamic, and interactive content, transactions, and...
more
ESPN, Inc. is the world's leading multinational, multimedia sports entertainment company featuring a portfolio of over 50 multimedia sports assets. The company is comprised of six domestic television networks (ESPN, ESPN2, ESPN Classic, ESPNEWS...
more
VDS provides broadcast graphics automation systems which are used in fully automated sports, news and financial graphics channels. VDS automation infrastructure products provide management of graphic and audio assets and automated generation of...
more
Created from the merger between Anystream and Voxant Media, Grab Networks offers a comprehensive video operating system and syndication network for profitably publishing video anywhere on the Internet. The system automatically manages, transcodes...
more
Telestream products are used by the world's leading media and entertainment companies and corporations for transcoding and workflow automation. Telestream helps customers transform their media for multiplatform distribution to web, mobile, DVD...
more
The Association of Cable Communicators headed
west from Washington, D.C., to Denver as its 2009 Forum and Beacon Awards ceremony became
part of Cable Connections-Fall festivities.
HBO Sports senior vice president Mark Taffet discusses the PPV performance prospects for the Sept. 19 Floyd Mayweather Jr.-Juan Manuel Marquez boxing event as well as the network's PPV fight schedule for the rest of the year during a recent interview with Multichannel News.