Cox Communications Inc. will use SupportSoft Inc.’s “VoiceAssist” software, the vendor said Tuesday.
The software will allow the MSO to better resolve broadband subscribers’ technical issues via the telephone through automated collection and coding of information about their PCs and specific issues, even when they are disconnected from the Internet, SupportSoft said.
Cox customer-service representatives will be able to use that information to speed problem diagnosis and resolution.
The MSO is adding VoiceAssist to the SupportSoft “Service Automation Suite” already in use for Web-based self-service (www.support.cox.net), as well as intelligent assisted service for its more than 2 million broadband subscribers with access to SupportSoft's “LiveAssist” chat software.
“SupportSoft solutions are essential ingredients in helping Cox Communications to provide multiple service channels to our broadband subscribers, whether they prefer the Web, online chat or the telephone," Cox director of Internet-support applications Keith Lindsay said in a prepared statement.
“With the addition of SupportSoft VoiceAssist software, we are ensuring that our subscribers always enjoy a great customer-service experience,” he added. “This also allows Cox to efficiently scale to meet the customer-service needs of our rapidly growing population of broadband subscribers.”