Rethinking Customer Support: Proactive Customer Engagement (2019)

By Joe Keller & Sam Plant, Cox Communications

Multiple Service Operators (MSOs) traditionally interfaced with customers reactively. When experiencing service degradation, seeking education, or requesting new services, the customer’s only real recourse is to contact their service provider and attempt to describe their needs to agents who often struggle to provide resolutions sourced from a multitude of applications, data sets, and data sources. In the past, attempts to proactively interface with customers were stymied by a comprehensive lack of data understanding, by low data velocity, and by the cost-prohibitive nature of the operational and technological capabilities required to identify issues before they impact customer.

...But the industry and technology have changed.

Proactive Customer Engagement (PCE) represents a cultural shift in how Cox Communications interacts with our customers. Leveraging probabilistic models, higher velocity data, and cloud-based technologies, Cox Communications seeks to shift customer interactions from a reactive to a proactive stance.

By clicking the "Download Paper" button, you are agreeing to our terms and conditions.

Similar Papers

Proactive Customer Maintenance
By Andrew Joseph Milley, Cox Communications Inc
2019
Modernizing Cox Communication’s Access and Aggregation Network Infrastructure for Remote PHY Deployment
By Deependra Malla, Cox Communications Inc.
2021
Node Health Within Cox ACOE’s Service Health Framework
By Shane Yates, Brian Stublen & Alexis Hwang, Cox Communications
2021
The Impact of Customer Care and Billing on Broadband Data Services
By Craig Hanson, Director, Advanced Technologies Ragan Wilkinson, Champion of Customer Care, Advanced Technologies, Lanse M. Leach, Ph.D., Senior Vice President, Chief Technology Officer, CableData, Inc.
1999
Digitizing the Customer Experience: Win Loyalty and Sell More with Last Mile Service Trackers
By Chris Ruff, Glympse
2018
A General-Purpose Operations Cost Model to Support Proactive Network Maintenance and More
By Jason Rupe, Ph.D., CableLabs
2019
How Cox Communications Implemented an Expert System for Service-First Autonomous Operations
By Dave Norris, Cox Communications
2021
Approaches for Proactively Managing Customer Experience and Reducing OPEX in a Cable Operations Environment
By Gary Cunha, ARRIS
2017
Customer Safety Initiative
By Matt Carothers & Damien Whaley, Cox Communications
2019
Shifting Left: Harnessing AI to Deliver a Consistent, Engaging Customer Experience
By Bradley May, Accenture
2018
More Results >>