December 13, 2012
Synchronoss Technologies Selected by Mediacom Communications
By Anil Sharma
Synchronoss Technologies (News - Alert), Inc., a provider of transaction management solutions, has been selected by Mediacom Communications, a provider of cable, Internet and digital phone services, to deploy a mobile customer care application.
The application gives Mediacom customers instant access to Mediacom customer service using a smartphone or tablet.
Officials with Mediacom Communications said that MediacomConnect, the new mobile care application, gives customers an easy way to troubleshoot and resolve service inquiries, schedule appointments and view or pay bills.
According to company officials, MediacomConnect is designed to extend key customer care services and functions, such as resetting high speed Internet routers or set top boxes, among other technical issues.
MediacomConnect is powered by SmartCare a cloud based product of the Synchronoss Mobile Content Management Platform.
Synchronoss' Mobile Content Management Platform provides a seamless experience for connecting, transferring, backing up, restoring, synchronizing and sharing content across many different and disparate devices and platforms. With Synchronoss, telecommunication providers, device manufacturers and emerging brands can provide their users with a superior customer experience.
Company officials said that MediacomConnect allows customers to use a voice-activated or on-screen search to connect to information they are seeking. Click-through troubleshooting steps provide a speedy way to rectify the common issues affecting video and Internet service.
The new application is available as a free download for use on iPhone, tablet or Android (News - Alert) devices, the company added."Consumers increasingly rely on smartphones for anywhere, anytime access to information, and that trend is driving the need for self-service capabilities that further enhance the customer experience," said Tapan Dandnaik, senior vice president of customer service and financial operations at Mediacom, in a statement.
"By expanding customer interaction options to include mobile devices, our subscribers gain direct access to their account and the ability to communicate with us in a manner that meets their preferences and fits their busy schedules," said Dandnaik.
Biju Nair (News - Alert), executive vice president, product management & chief strategy officer at Synchronoss, said that service providers are quickly realizing the value of adding a mobile self-service application as a way to improve customer relationships.
"SmartCare is truly designed to improve customer satisfaction with advanced features, such as call back, that lets customers schedule a specific time to receive a call back from the customer care agent. With the adoption of SmartCare, Mediacom will enhance the customer experience by providing its subscribers with an application that utilizes the rich capabilities of the smartphone and gain access to the answers they need, when and how they want them," said Nair.
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Edited by Brooke Neuman