Cox Communications Adopts Expertcity's Technology; Cox Standardizes on DesktopStreaming Tool for Web-based Customer Service
Business Wire
Santa Barbara, CA
NYSE:COX

SANTA BARBARA, Calif.--(BUSINESS WIRE)--March 27, 2001--Expertcity Inc., a leading provider of Web-based remote access and collaboration technologies, today announced that Cox Communications (NYSE:COX), one of the nation's largest broadband communications companies, has licensed Expertcity's DesktopStreaming(TM) technology to provide hands-on remote assistance to its Cox@Home customers.

Expertcity's DesktopStreaming solution enables high-touch, Web-based interactions via intuitive chat, co-browsing, file transfer and application sharing. This unique technology allows Cox's customer support agents to fix problems and resolve issues directly on a customer's computer. Expertcity's cross-platform, browser-independent technology has been utilized in more than 1 million collaborative sessions since its 1999 launch.

"Cox is excited to enter into a definitive agreement with Expertcity to deploy its unique DesktopStreaming solution as an online customer service tool," said Suzanne Foy, director of customer care technology for Cox Communications. "Over the last six months, Cox has empowered its support representatives with the ASP delivered by DesktopStreaming customer support solution in three key markets. The experience in these markets have been exceptional, including reduced session handling time by greater than 33%, first time resolution rates in excess of 97%+ and overwhelmingly positive feedback from customers served with DesktopStreaming.

"We look forward to working with Expertcity to expand the implementation of DesktopStreaming to additional key Cox@Home Markets during 2001."

"The significant cost savings that Cox has experienced by implementing DesktopStreaming is consistent with the results experienced across our customer base," said John Greathouse, chief financial officer and senior vice president of strategic development of Expertcity. "By utilizing DesktopStreaming, Cox has distinguished itself in the highly competitive broadband industry by offering its customers an economical, high-impact support solution, which cannot be provided via conventional phone support."

About Expertcity Inc.

Expertcity Inc. is the leading provider of Web-based remote-access and customer-support technologies. The company's proprietary screen-sharing technology employs a secure communication architecture that incorporates sophisticated compression to enable instant streaming of a computer's desktop display between any two Internet-connected computers.

Expertcity offers three products: Expertcity.com(TM) provides technical support to consumers via a real-time marketplace; DesktopStreaming.com(TM) is an application service that allows enterprises to remotely assist their users; and GoToMyPC.com(TM) enables both consumers and enterprises to remotely access and work on their PCs from any Internet location.

The company, founded in 1999, includes Sun Microsystems, Colgate-Palmolive, LivePerson, DecisionOne, SITEL Corp., CDW and CompUSA among its clients. Investors include Sun Microsystems, ZDNet, Bertelsmann Ventures and Wit SoundView Ventures. Headquarters are located in Santa Barbara.

About Cox Communications Inc.

Cox Communications serves approximately 6.2 million customers nationwide, making it the nation's fifth largest cable television company. A full-service provider of telecommunications products, Cox offers an array of services, including Cox Cable; local and long distance telephone services under the Cox Digital Telephone brand; high-speed Internet access under the brands Cox@Home, Road Runner and Cox Express; advanced digital video programming services under the Cox Digital Cable brand; and commercial voice and data services via Cox Business Services.

Cox is an investor in telecommunications companies, including Sprint PCS and Excite@Home, as well as programming networks, including Discovery Channel, The Learning Channel, Outdoor Life and Speedvision. More information about Cox Communications can be accessed on the Internet at www.cox.com.

Note to Editors: Expertcity.com, Expertcity, DesktopStreaming.com and DesktopStreaming are trademarks of Expertcity Inc. Other product and company names may be trademarks, registered trademarks or service marks of their respective owners.

 

CONTACT: Expertcity Inc.
  Shannon Kelley, 805/690-6448
  805/690-5757 (fax)
  shannon@expertcity.com
  or
  Cox Communications Inc.
  Kimberley Brown, 404/269-8410