NewWave Communications Selects Universal Electronics' Active Support Outsourced Call Center Service
Expanding Call Center Support Helps Cable Service Providers Reduce Costs and Improve Technical Support
CYPRESS, Calif.--(BUSINESS WIRE)--April 23, 2007--Universal Electronics Inc. (UEI) (NASDAQ:UEIC) today announced that NewWave Communications has selected UEI's Active Support technical call center to handle overflow inbound video repair calls for its customers. The signing illustrates Active Support's expansion as an outsourcer for inbound and outbound customer care calls for cable service providers.
Active Support will handle overflow inbound video repair calls for NewWave's multi-state system locations. NewWave marks the addition of another cable customer using UEI's Active Support Center, which also includes, Comcast, TimeWarner and Bresnan Communications. Active Support is currently expanding its facilities in Ohio to increase call volumes to meet the growing needs of its customers and the industry and to broaden its reach by growing its technical and customer service representatives staff. The expansion is expected to be completed by May 1st. All Active Support staff will be hired and located within the US.
In addition to inbound video repair calls, Active Support also provides outbound calls for service and repair. Its troubleshooting expertise with consumer home electronics has shown to lessen unnecessary truck rolls by up to 20% in some cases. Over the past year, UEI estimates that its Active Support service has saved its clients more than 2 million dollars by cancelling unnecessary truck rolls.
"With our 20 years of experience and expertise in the consumer electronics industry, we are uniquely positioned to provide top notch technical troubleshooting support to companies looking to outsource customer care calls," said Paul Arling, chairman and chief executive officer for UEI. "We're pleased to partner with NewWave on providing the extra resources for their call center. Research shows that our Active Support's metrics on service levels for inbound video repair calls often exceed industry standards, particularly with truck roll error rates. Again, our expertise with consumer home electronics helps reduce unnecessary service calls, leading to cost savings, added efficiency and greater customer satisfaction for our clients."
"What is really compelling about UEI's Active Support service is the peace of mind for our customer care department knowing that overflow calls for video repair are being handled accurately," said Greg Lathum, vice president of customer care for NewWave Communications. "UEI has built its reputation through the concept of the connected home, and its representatives are seasoned in consumer home electronics. We're confident that our customers are receiving the best possible technical support with UEI's Active Support."
About Universal Electronics
Founded in 1986, Universal Electronics Inc. (UEI) is the global leader in wireless control technology for the connected home. UEI designs, develops, and delivers innovative solutions that enable consumers to control entertainment devices, digital media, and home systems. The company's broad portfolio of patented technologies and database of infrared control software have been adopted by many Fortune 500 companies in the consumer electronics, subscription broadcast, and computing industries. UEI sells and licenses wireless control products through distributors and retailers under the One For All(R) brand name. UEI also delivers complete home control solutions in the professional custom installation market under the brand name Nevo(R), as well as software solutions for digital media control and enjoyment in the consumer and OEM markets under the brand SimpleCenter(TM).
About NewWave Communications
NewWave Communications is a cable television, high speed internet, and digital telephone service provider serving Arkansas, Illinois, Kentucky, Missouri, North Carolina, South Carolina and Tennessee. Cable TV from NewWave Communications offers the most popular channels available today in traditional basic plus state-of-the-art digital formats, premium movie channels, DMX music and pay-per-view channels.
This press release contains forward-looking statements that are made pursuant to the Safe-Harbor provisions of the Private Securities Litigation Reform Act of 1995. Words and expressions reflecting something other than historical fact are intended to identify forward-looking statements. These forward-looking statements involve a number of risks and uncertainties, including the timely deployment, use, and provisioning of services identified in this release; the Company's continued ability to provide levels of service that result in its offerings being accepted by the companies customers and the end users; the continued growth in the markets identified in this release to occur as anticipated by management; and other factors described in the Company's filings with the Securities and Exchange Commission. The actual results that the Company achieves may differ materially from any forward looking statement due to such risks and uncertainties. The Company undertakes no obligations to revise or update any forward-looking statements in order to reflect events or circumstances that may arise after the date of this release.
CONTACT: Blanc & Otus Public Relations for UEI
Stephanie Trussell, 415-341-6511
SOURCE: Universal Electronics Inc.