SupportSoft Inc. signed deals with Cox Communications Inc. and Comcast Corp. to sell more high-speed-data software products to those existing customers.
Cox is deploying SupportSoft's "Knowledge Center Suite," which allows the MSO's customer-service representatives and technicians to see and resolve problems on the network in real-time. The suite streamlines knowledge management for the MSO's 25,000 employees in 25 states.
At Comcast, the MSO is deploying SupportSoft's "Live Assist" solution, which allows for online-chat and Web-push functionality. The MSO averages more than 3,000 chat sessions each day, as CSRs help consumers to work through problems. Live Assist also helps customers to solve problems themselves through a Web-based interface.
"Our customers expect quick answers to their broadband-service questions and issues," said Mitch Bowling, vice president of operations and technical support at Comcast, in a prepared statement. "Many prefer to communicate with a customer-service rep via live online chat versus the telephone or other forms of service delivery."
