HiWired broadband partners such as Cox Communications are on
the front-line of digital technology delivery. Optimize your edge by becoming a
HiWired partner to drive ARPU, while reducing churn and putting a lid on rising
customer care costs.
Cox Communications Success Story
Cox Communications, the nation’s 3rd largest cable provider with over 6 million customers
and 22,000 employees, has a long-standing reputation as a premier customer service
provider. The company received highest honors in J.D. Power and Associates' 2006
residential cable/satellite TV customer satisfaction study and achieved top rank among
high-speed Internet service providers in 2005 for customer satisfaction. To further its
commitment to customer service excellence, Cox uses the HiWired Smart Technology
platform to deliver its new, Cox Tech Solutions tech services brand.
Cox Tech Solutions makes it easier for Cox customers to resolve PC- and network-related
problems and subscribe to new managed services. It is enabled by the HiWired Smart
Technology solution that gives Cox technicians a platform for provisioning and managing
customer support sessions and proprietary diagnostic software. It also simplifies the
delivery of targeted marketing offerings across multiple customer segments.
Jessica Shrum, Cox Communications Director of Strategy and Development, explains: “We
required an integrated system that allows our technicians to resolve customer issues
easily and quickly. With HiWired, we were able to move quickly and implement a system
that delivers on our commitment to our customers.”
As a HiWired broadband partner, you’ll benefit from our proactive, personalized
marketing tools that accelerate adoption of new technology services like tech support,
and desktop and network management. You’ll also improve visibility of existing ISP
offerings such as managed security, photo management, music offerings and email.