Houston Business Journal's Feature Story on Co-Nexus, Inc. CXM®
HOUSTON BUSINESS JOURNAL
Vol.34 No.36 Week of January 16-22, 2004
TECH NOTES
Houston-based Co-nexus Communication Systems, Inc. completed an operation last month for Time Warner Cable Inc. in Syracuse, N.Y., that involved installing customer experience management software in four of the cable company's call centers.
Time Warner signed a contract to implement Co-nexus CXM® product group, which allows the cable company to track the customer service employees provide by phone. Different parts of the software package allow Time Warner to record customer phone calls, capture screen shots from the customer service representatives' computer as they assist callers and provide reports to supervisors concerning the call centers' activities.
The New York installation of CXM® software - which included call centers in Syracuse, Ithaca, Massena and Rome - is the largest contract for Co-nexus since the company began bundling the CXM® components about six months ago.
Robert Irvin, president of Co-nexus, acknowledges that the technology he's selling is not new. He says, however, that his firm is one of the only ones to bundle all of the related services together in this way.
Time Warner Cable in Houston has been a longtime customer of Irvin's. Houston-based Apache Corp. became one of the Co-nexus' newest customers late last year when the publicly held energy company purchased the Total Recall phone recording portion of the software package.
While Irvin has led other local technology companies, he established Co-nexus in May 2003. About 75 percent of the new company's revenue comes from selling software to call centers while 25 percent comes from selling phone systems.
