Speech Technology Magazine

Mediacom Taps Synchronoss to Activate Mobile Customer Care App

App lets customers connect to information via voice.
Posted Nov 27, 2012
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Mediacom and Synchronoss announced the deployment of a mobile customer care application that gives Mediacom customers instant access to Mediacom customer service via smartphone or tablet.

Branded as MediacomConnect, the application allows customers to use a voice-activated or on-screen search to quickly connect to information. Customers can troubleshoot and resolve service inquiries, schedule appointments, and view or pay bills. The app is designed specifically to extend key customer care services and functions, such as resetting high speed Internet routers or set top boxes, among other technical issues. Click-through troubleshooting steps provide a speedy way to rectify the most common issues affecting video and Internet service. The new application is available as a free download for use on iPhone, tablet, or Android devices.

"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 for 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."

MediacomConnect is powered by SmartCare, a cloud=based product of the Synchronoss Mobile Content Management Platform.

"Service providers are quickly realizing the value of adding a mobile self-service application as a way to improve customer relationships," said Biju Nair, executive vice president, product management and chief strategy officer, at Synchronoss. "SmartCare is truly designed to improve customer satisfaction with advanced features, such as call back, which 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."


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