Time Warner Fires Up NYC Call Center

Time Warner Cable of New York City said it has deployed a combination of
billing and customer-care hardware and software from Sun Microsystems Inc. and
CSG Systems International Inc. for its new 500-seat customer-service call
center. Financial details were not disclosed.

Specifically, Time Warner is using Sun's 'Sun Ray 150' appliances and
'Enterprise 420 Servers' and CSG's 'Advanced Customer Service Representative'
software, which are designed to streamline CSR workloads and to boost worker

For example, the MSO said, the Sun Ray equipment enables its call-center
staff to respond to about 30,000 calls per day. The operator said it gets about
10 million incoming calls annually.

Time Warner began installing the software and gear during the first quarter
of this year.