Time Warner Cable Chooses Digital Video Solution From Scientific-Atlanta And SupportSoft
Service Automation Suite for Video Reduces Problems Related to Digital TV Service Delivery
Redwood City, CA and Atlanta, GA — The Service Automation Suite for Video (SAS-V), software developed by Scientific-Atlanta, Inc. in conjunction with SupportSoft, has been selected by Time Warner Cable Cincinnati for the product's ability to enhance digital TV reliability. The solution was field tested by Time Warner Cable and successfully demonstrated an ability to help automate the diagnosis and resolution of common problems associated with the installation and ongoing service of digital TV transmission. As a result, costly service visits to customer households were reduced and digital TV reliability was measurably increased.
"Unparalleled service quality goes hand-in-hand with heightening customer satisfaction - and digital TV customers often have even higher quality expectations than the norm," said Mark Dunford Vice-President, Customer Operations, Time Warner Cable Cincinnati. "The Service Automation Suite for Video, which helped to reduce technician truck-rolls by double of what we expected, proved that it could help us minimize real and potential problems related to digital video installation. We anticipate that it will make a real contribution helping to ensure that Time Warner Cable's digital TV service is second to none in the eyes of our customers."
SAS-V works to pinpoint potential issues with a digital video connection within a customer's home or the last mile of the service provider's network, identifies problems and assists in resolving them in real time. Further, customer service representatives or field technicians can use the solution to ease remote problem diagnosis for quicker issue resolution, helping eliminate unnecessary, costly multiple truck rolls to ensure a successful installation or repair a later problem. Consequently, digital TV customers can experience a more reliable video service, and cable providers can increase customer satisfaction and reduce operational expense.
"The SAS-V product is a joint effort between Scientific-Atlanta and SupportSoft to enhance our customers' ability to reduce expensive truck rolls and lower call volumes to customer service by helping to provide a quality connection the first time, every time for TV viewers," said Tony Palermo, vice president business development and emerging markets, SciCare™ Broadband Services at Scientific-Atlanta. "We estimate that for many MSOs, as few as three truck rolls can wipe out a significant amount of the free cash flow generated in a year by a cable subscriber. SAS-V can help operators plug that revenue leak and help them increase customer satisfaction and retention."
"Time Warner Cable's commitment to the Service Automation Suite for Video product demonstrates SupportSoft's ability to expand our software successfully into new markets and, in this case, with an experienced, market leader such as Scientific-Atlanta," said Chris Grejtak, senior vice president of products and marketing for SupportSoft. "It's yet another step in evolving our solutions for digital service providers to ensure their ability to successfully and profitably deliver triple play services -- whether VoIP, high speed data or digital video."
About SupportSoft
SupportSoft, Inc. (Nasdaq: SPRT) is a leading provider of Real-Time Service Management (RTSM™ ) software designed to accelerate and automate enterprise technical support, customer service and IT infrastructure management. Enterprises that have purchased our products and services include: ADP, Bank of America, Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that have purchased our products to provide outsourced services to enterprises include: Accenture, ACS, CGE&Y, CGI, CSC and IBM Global Services. Digital service providers incorporating our software into their service offerings include: Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, Time Warner, TeliaSonera and UPC. For more information visit www.supportsoft.com.
About SciCare Broadband Services
SciCare Broadband Services is the systems integrator, professional services and consulting arm of Scientific-Atlanta, Inc. SciCare provides cable network expertise to help cable operators deploy new services to meet their business needs. SciCare experts help cable operators improve the customer experience with problem solving expertise that address service quality, availability, and operating support systems impacting cable's operating expense and revenue.
About Scientific-Atlanta
Scientific-Atlanta, Inc. is a leading supplier of digital content distribution systems, transmission networks for broadband access to the home, digital interactive set-tops and subscriber systems designed for video, high-speed Internet and voice over IP (VoIP) networks, and worldwide customer service and support.