SANTA BARBARA, CALIF. - Cox Communications Inc.
said it has licensed Expertcity Inc.'s
Desktop Streaming software to provide remote customer service to cable-modem subscribers in three "key" markets.
Featuring Web-based chat, file transfers and application sharing, Expertcity's software enables Cox service agents to locate and fix problems directly on a customer's PC. That has reduced session handling time by more than 33 percent and resulted in first-time resolution rates higher than 97 percent, Cox said. The MSO plans to expand Expertcity rollouts later this year.