SupportSoft Inc. said Adelphia Communications will use its software to provide automated customer support for the MSO's 900,000 broadband customers.
Adelphia said it will tap SupportSoft's SmartAccess, Service Automation Suite, HomeNet and Knowledge Center software products to resolve customer service issues each month.
SmartAccess will help the operator's customers determine if their PC qualifies for a high-speed connection, while the Service Automation Suite will provide cable modem subs with online customer self-help. The Knowledge Center will provide answers to "how to" questions, and the HomeNet software will help customers install and configure their home networks.
The combination, SupportSoft said, will boost Adelphia's bottom line by reducing truck rolls and customer calls to technical support, and streamlined high-speed data service provisioning.