Case Study: Cox Communications achieves unified customer-care operations and significant field productivity gains with Oracle (ETAdirect)

Cox Communications - Customer Case Study

Cox Communications, the third-largest U.S. cable provider serving over 6 million customers, needed to boost customer experience and the productivity of its mobile workforce while cutting costs. The company wanted a web-based hub to unify all customer-facing staff—field technicians, dispatch, and customer service, including third-party contractors—and required a flexible, integrable platform to meet evolving business goals.

Cox selected TOA Technologies’ ETAdirect for its native web-based flexibility, integration capabilities, and customer-communication features that narrowed appointment windows to 60 minutes and achieved 96% on-time meetings. Within weeks of rollout in select markets, Cox saw significant gains in workforce productivity and appointments completed per day, prompting a coast-to-coast deployment and TOA’s selection as its exclusive partner.

Cox Communications