Cox (News - Alert) Communications Oklahoma City has received the Best Practices Award for contact center technology from Noble Systems.

 

The award was announced at the SNUG 2008 Conference, a gathering of the Select Noble Users Group, held last month in Atlanta. It recognizes Cox in Oklahoma City for its use of best practices and methods to achieve maximum results in its daily contact center activities.

 

“At Cox Oklahoma, we take pride in leveraging technology to the greatest extent. Noble Systems predictive dialer and the relationship Cox Oklahoma enjoys with Noble are strong examples of how technology can be maximized to save time and money for our customers and our company,” says Christine Martin, director of communications for Cox Oklahoma.

 

By blending inbound and outbound collection calls, Cox has greatly reduced collector down-time, increasing productivity, and improving dollars collected, saving millions of dollars with better collection performance.

 

By adding an inside sales group, Cox has been able to gain as many as 1,000 additional sales units per month through outbound calling. And, when Cox experienced one of the worst national disasters in Oklahoma history in December 2007, with more than 50 percent of the service area losing electricity and cable/broadband service due to an ice storm, the company utilized an automated outbound campaign that was instrumental in helping ensure that service was reconnected to its customers efficiently and effectively, saving the company time and money.

 

The Select Noble Users Group is designed to enhance the client’s investment in the Noble contact center management solution. SNUG membership brings a variety of benefits to its members, including programs and events focused on building the relationship between Noble and its clients.

 

“Cox Communications Oklahoma City has shown significant improvements in its contact center operations through the use of technology, extending its use of its blended communications platform from its collections department into its sales and customer service teams,” says Chris Hodges, senior vice president of sales and marketing at Noble. “We are proud to have partnered with them as their contact center technology provider, and to see the success they have achieved through the use of the Noble Solution.”

 

Cox is a multi-service broadband communications and entertainment company with more than 6.2 million total residential and commercial customers. The third-largest cable television company in the United States, Cox offers an array of advanced digital video, high-speed Internet and telephony services over its own nationwide IP network, as well as integrated wireless services.

 

Thousands of agents at 1,000 plus client installations worldwide conduct business using the award-winning Noble platforms for inbound/outbound/blended communications. The scalable, integrated Noble solution includes advanced ACD and predictive dialing; unified contact processing for voice, e-mail, Web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools.