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HiWired's Smart Technology Solution to Enable Cox Communications' New Tech Support Offering

Posted on: Tuesday, 12 June 2007, 10:52 CDT

HiWired, Inc. (www.hiwired.com), a provider of technology services and solutions, today broadened its customer base by announcing that Cox Communications has selected HiWired to provide the infrastructure for Cox Tech Solutions, a tech support service for Cox households.

HiWired Smart Technology provides Cox technicians with a platform for provisioning and managing customer support sessions, proprietary diagnostic software, and a platform to deliver targeted marketing offerings across multiple customer segments. Cox currently uses HiWired Smart Technology in New England, San Diego and Orange County, California.

HiWired Smart Technology consists of multiple proprietary platforms that deliver customized support and highly targeted service offers to consumers needing help with managing their technology. The key components include:

PC3: Desktop client that provides the customer with a dashboard of key PC diagnostic information, allowing one-click access to tech support and provisioning of tech support tools;

TechWeb: Technology support and services platform that is the interface for technicians to initiate support, manage customer accounts, and track session results;

PEARL: Proprietary analytics, metrics, and algorithms used for premium tech services;

Marketing and Promotions Platform (MAPP): Personalized marketing platform that allows providers to reach their customers with highly targeted messages and offers across multiple customer segments.

"We required an integrated system that would allow our technicians to resolve customer issues easily and quickly," said Jessica Shrum, director of strategy and development at Cox Communications. "By working with HiWired, we were able to move quickly to implement a system that delivers on our commitment to our customers."

"Today's consumers want access to immediate tech support for a host of solutions. In today's increasingly competitive ISP landscape, we are excited to offer Cox a platform that enables its technicians to offer the smartest support possible," said Singu Srinivas, president of HiWired. "HiWired is committed to bringing world class offerings to retailers and broadband companies based on their technology needs. From complete service delivery platforms to infrastructure, service delivery tools, managed services and marketing capabilities; HiWired continues to enable meaningful service and ongoing value to customers."

About HiWired, Inc.

Founded in 2004 by IBM services veterans Singu Srinivas and Michael Wexler, HiWired provides retailers, broadband providers, small businesses and consumers with immediate, expert support for the PC and any technology that integrates with the PC including wireless networks, iPods, digital cameras, and smartphones.

Through its remote technology management services HiWired makes it simple for consumers and small businesses to utilize, enjoy and integrate their technology.

HiWired offers incident-based and ongoing remote technical support for customers struggling with technology tasks ranging from setup of new computers and digital devices to problem solving with more complicated technology and networking configurations. For more information visit, www.HiWired.com.

Source: Business Wire

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