Customer Service Software - Top cable technologies in 2013


Both major MSOs and smaller cable operators are relying heavily on new customer service software to reduce spending and make it easier for subscribers to pay their bills or order new products.

In addition to deploying new software for customer service call centers, operators ranging from Mediacom to Time Warner Cable and Comcast are deploying apps for mobile devices that let subscribers manage their accounts and schedule service calls.

In November, Mediacom launched customer service apps called MediacomConnect for Apple's iPhone and iPad, and Google Android devices. The apps, which were built by Bridgewater, N.J.-based firm Synchronoss, can be used by subscribers to pay their bills and schedule service appointments. Time Warner Cable launched similar apps, called My TWC, for smartphones and tablet computers, in September.

Comcast says it generated about 1 billion self-service transactions in 2012, including bill payments and service calls that were scheduled online. With increased programming costs forcing pay TV providers to reduce capital spending in order to maintain profit margins, both cable operators and satellite TV providers will rely more on customer service software.