Harron Communications has agreed to deploy the troubleshooting component of NCTI's Decision Tool in its Pennsylvania customer service call center.
The tool features "decision trees" that reside on a customer care agent's computer and assist in real-time decision making for general troubleshooting as well as for sales and customer retention. The tools also diagnose video and general cable issues, including problems linked to advanced services such as video-on-demand, high-definition television and digital video recording.
Harron is using LogiCALL in its MetroCast Communications systems that service areas of Pennsylvania, Maryland and Virginia.
NCTI, citing a 150-day "proof-of-performance" test, said a group of 240 CSRs who were using the troubleshooting tool were able to reduce truck rolls by 15 percent compared to a similar sized control group.
Time Warner Cable, Adelphia Communications, Bend Broadband and Westman Communications are also using the tool, which NCTI released in May 2004.