Cox Taps SupportSoft, S-A


Cox Communications Inc. will deploy the “Service Automation Suite for Video” (SAS-V) in its San Diego system.

The customer-service solution combines software components from SupportSoft Inc. and Scientific-Atlanta Inc., and it automates the diagnosis and resolution of common problems associated with the installation and ongoing support of digital-TV service, the two vendors said in a release.

SupportSoft and S-A added that customer-service representatives and field technicians can use SAS-V to speed problem diagnosis and improve overall accuracy, either via the phone or at the customer premises, helping to prevent unnecessary truck rolls and the associated expenses.

Cox also plans to integrate SAS-V with critical data from its billing-support and work-force-management systems to further enhance problem resolution.