Cox Communications Inc. has deployed the Service Automation Suite for Video (SAS-V), which combines software components from both SupportSoft Inc. and Scientific-Atlanta, so it can enhance the quality of its digital TV service.
Cox said the SAS-V automatically diagnoses and resolves common problems associated installing and supporting DTV service; for example, the platform keeps technician visits to customer households to a minimum, saving cable provider time and money. Instead, customer service representatives and technicians work with customers over the phone as much as possible, going to the customer premises when necessary.
Cox also plans to integrate SAS-V with data from its billing support and workforce management systems.
Cox Communications Inc. www.cox.com
SupportSoft Inc. www.supportsoft.com
Scientific-Atlanta Inc. www.scientificatlanta.com
