"We saw early on that there was a real need for a single, tightly integrated software platform that could effectively deliver superior service automation and support to our customers, and we found our answer with SupportSoft."
The Company
The fourth-largest cable provider in the U.S., Cox Communications, Inc. has more than 6.3 million customers and approximately 21,000 employees. With almost two million subscribers, it is one of the largest broadband providers, and emphasizes its ability to provide superior customer service.
Did You Know?
Cox Communications, a Fortune 500 company, is a multi-service broadband communications company with approximately 6.5 million total customers. The Company is the nation's fourth-largest cable television provider, and offers both traditional analog video and advanced digital video programming along with other communications and entertainment services.
The Need
Cox required a single vendor to consolidate and enhance its customer service capabilities, to provide a single point of contact for its broadband customers. Instead of using multiple vendors for chat, remote control and knowledge content functionality, Cox needed a single vendor offering that provided a dependable and flexible automated support solution. could the software had to scale to meet its compounding customer growth rates, assist in efficient delivery of value-added services and provide for the ongoing support needs of a technically evolving home computing environment.
The Solution
SupportSoft's Service Automation Suite™ plays an essential role in enabling Cox to cost-effectively address the service and support requirements of its broadband subscribers. The end-to-end solution provides Cox the ability to profitably acquire, retain and grow customer relationships. Cox Communications has been able to transition its traditional phone-based support analysts to Web-enabled customer service agents, contributing to a reduction in the average call handling time to just a few minutes.
At the same time, Cox Communications support professionals use SupportSoft's Knowledge Center solution, which streamlines knowledge management and turns static information into active answers for problems experienced by the company's 25,000 employees. Cox Communications uses the solution to promote job effectiveness for IT support professionals by increasing the number of "solved" trouble tickets in less time, while boosting first call resolution rates.
