Time Warner Cable Cincinnati has launched a service-automation-software suite for video from Scientific-Atlanta Inc. in conjunction with SupportSoft Inc., the two vendors announced.
The software is designed to diagnose and resolve common problems with installation and ongoing service of digital cable.
"The ‘Service Automation Suite for Video,’ which helped to reduce technician truck rolls by double what we expected, proved that it could help us to minimize real and potential problems related to digital-video installation," Time Warner vice president of customer operations Mark Dunford said in a prepared statement.
The software can troubleshoot potential issues inside the home or in the last-mile plant. Both customer-service representatives and technicians can use the remote problem-diagnosis tool.