Cox selects Service Automation Suite for Video which combines software components from SupportSoft and Scientific-Atlanta

February 8, 2006

3 Min Read

REDWOOD CITY, Calif. and ATLANTA -- The Service Automation Suite for Video™ (SAS-V), which combines software components from both SupportSoft, Inc. and Scientific-Atlanta, has been selected by Cox Communications, San Diego, for the product’s ability to help enhance their customers’ experience with digital TV. In field tests conducted by Cox, the solution successfully demonstrated its ability to automate the diagnosis and resolution of common problems associated with the installation and ongoing support of digital TV service. As a result, costly technician visits to customer households were reduced and digital TV reliability was measurably increased.

SAS-V can help service providers pinpoint a potential issue with a digital TV connection either within a customer’s home or the provider’s network, and then assist in automatically resolving the problem in real time. The solution enables cable MSOs to seamlessly verify customer installation and deliver continuing support for the triple play of voice, video and high speed data. Cox customer service representatives and field technicians can use the solution to speed problem diagnosis and improve overall accuracy, either via the phone or at the customer premises, helping to prevent unnecessary truck rolls and the associated expenses. Also, Cox plans to integrate SAS-V with critical data from its billing support and workforce management systems to further enhance problem resolution.

“Ensuring a great customer experience is paramount when beginning a new service. The initial installation and first 30 days of service that follow can positively or negatively impact subscriber churn, as well as influence customer interest in the purchase of future products or their satisfaction with existing services,” said Bill Hulsey, VP of IT and Video Engineering of Cox Communications in San Diego. “We selected the SupportSoft and Scientific-Atlanta Service Automation Suite for Video because it surpassed our expectations in field tests by helping to reduce technician truck rolls associated with digital TV installation. By making digital TV installation and ongoing service a more pleasant experience, we’re confident that we can exceed customer expectations, reduce churn and better control our operational expenses.”

“Cox Communications’ use of SAS-V can help their customers to more quickly see the benefits of their new digital TV service, while keeping Cox’s operating costs and subscriber churn in check,” said Tony Palermo, vice president business development and emerging markets, SciCare™ Broadband Services at Scientific-Atlanta. “Scientific-Atlanta and SupportSoft are demonstrating that service automation is a necessary step in deploying digital TV.”

“Digital TV installation can be complicated. Receiving multiple services in the home understandably means that installation and service maintenance are even trickier with more products to manage. SAS-V can help Cox Communications ensure that their digital TV customers experience a problem-free installation,” said Chris Grejtak, senior vice president of marketing and corporate development for SupportSoft. “It’s yet another example of how service providers are using our Digital 360º solutions to ensure their ability to successfully and profitably deliver triple play services -- whether VoIP, high speed data or digital TV.”

SupportSoft Inc. (Nasdaq: SPRT)

Scientific-Atlanta Inc.

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