SupportSoft Inc. said Cox Communications Inc. is deploying the company's
automation-support software to the 1,200 customer-contact personnel in the MSO's
The vendor said the software allows customer-service representatives to
tailor support answers by connecting directly to customers' PCs, with their
permission, and diagnosing problems in real-time via the Internet.
Cox said the software has helped to reduce call time on service calls.
SupportSoft said it boasts a 90 percent resolution.
"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," said Joel McGinley, director of customer-service
technology for Cox, in a prepared statement.