Cox Communications is deploying SupportSoft’s VoiceAssist software to help better resolve their broadband subscribers’ technical issues over the phone through automated collection and coding of information about a subscriber’s PC system and their specific issue, even when the subscriber is disconnected from the Internet. SupportSoft VoiceAssist automatically delivers to the call center a 16-digit code that encapsulates detailed, pertinent information about the caller’s computing environment and technical issue, thus shortening the sometimes lengthy question and answer period that happens at the beginning of customer service calls. Financial terms were not disclosed.
Cox Communications serves over 2 million broadband subscribers. http://www.support.com/
