SupportSoft Inc. said Adelphia Communications Corp. is now using its LiveAssist software that provides for online chat help features, and Charter Communications is now using SupportSoft's 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 also can activate automated solutions to technical problems in real time.
SmartSoft is allowing potential high-speed subscribers at Charter the ability to determine if their PC qualifies for a high-speed connection and hastens the installation process. After signing on, customers can get automated online help through SupportSoft's automation suite.