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Cox tests managed services for data with premium tech support

Wed, 12/01/2010 - 10:23am
Mike Robuck

Cox Communications has deployed a premium technical support team for its data customers in Connecticut and Rhode Island that could be a precursor to a larger managed services offering across its footprint.

Cox Business has been a forerunner in offering businesses managed services that ease customers' pain points while raking in incremental revenue.

With yesterday's launch of Cox Tech Solutions in Rhode Island and Connecticut, Cox is broadening its managed services strategy to the residential side of its business. Cox customers who opt to use Cox Tech Solutions pay an additional $14.99 per month for the premium version of the service.

Cox Tech Solutions comprises a team of seasoned technicians that provide remote and in-home support for data customers that need help with home networking and other peripheral equipment such as computers and software.

In September, I wrote about how Cox was considering adding diagnostic capabilities into its data network that could lead to a managed services offering for some of its home networking customers.

Seth Hogan, Cox's vice president of strategy and product development, said at the time that Cox was considering a managed service option for the Cisco and Netgear gateways it was selling to its customers.

In addition to providing customers with a better experience, as well as the incremental revenues, managed services can also cut down on the number of costly truck rolls to subscribers' homes.

With Cox Tech Solutions (CTS), subscribes can choose from different types of Cox technical support services via phone, remote log-in or in-home visits.

The CTS support teams can help customers remove viruses or spyware, resolve computer crashes, configure or repair home networks, and install new computer applications or peripheral devices.

Customers who subscribe to the $14.99 monthly service plan have access to unlimited phone and remote log-in premium technical support, as well as discounted in-home services. The plan covers up to four computers, and the subscription requires an initial home computer tune-up at a cost of $99.99.

The CTS service also features Cox PC Healthcheck, which is a free tool that helps data customers maintain optimal performance on their PCs, with additional access to advanced technical support if necessary.

Time Warner Cable's Signature Home premium tier, which is slated for a broader rollout over the coming weeks after launches in Charlotte and New York City, also features a dedicated installation and customer support team.

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