Cox Communications signed a multiyear contract renewal with Convergys, which will provide expanded customer relationship management features.
Cox, the third-biggest cable operator in the U.S. with more than 6 million customers, has used the Convergys software since 1996. It last signed a five-year extension in 2003.
The enhanced Convergys software will streamline Cox’s order-entry workflows, provide intelligent customer alerts, and manage marketing campaigns, according to the companies.
Cox will use Convergys' Customer Service Manager, which provides customer service workers with a consolidated view of a customer's service and payment history; and the Dynamic Decisioning Solution.
The latter is a rules-based application that helps agents provide consistent and proactive customer care, according to the vendor. Initially, Cox will use this software for customer alerts.
“Convergys’ new software solutions and customer management capabilities will help us improve our response time with accurate and actionable information that will enhance the customer experience,” Cox chief information officer Scott Hatfield said, in a statement.
Convergys also will continue to provide customer care and billing software to service Cox’s residential and commercial video, voice and data customers.
