SupportSoft Inc. said Adelphia Communications Corp. is now using its "LiveAssist" software, which provides for online-chat help features, while Charter Communications Inc. is now using its "SmartAccess" software for automated provisioning.
The LiveAssist feature automatically routes calls to the appropriate customer-service representative, saving time answering questions. Adelphia CSRs are handling 2.5 customer chats simultaneously, SupportSoft said. Those CSRs can also activate automated solutions to technical problems in real time.
SmartSoft is allowing potential high-speed-data subscribers at Charter the ability to determine if their PC qualifies for a high-speed connection, hastening the installation process. After signing on, customers can get automated online help through SupportSoft's automation suit.