"Kiosks are you using them and are they asuccessful as a payment channel?"

Utility Payment Conference

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With over 6 million customers and over 22,000 employees, Cox is known as one of the best in the business. In addition to customer care leadership, Cox is also widely lauded for its commitment to diversity and inclusion and overall corporate strategy. With multiple J.D. Power and Associates awards for Customer Satisfaction and Product Quality, Cox is the only communications company to win top satisfaction honors in Video, Internet, Phone, and Business categories.

As the third-largest cable entertainment and broadband services provider in the country,

Cox Communications Inc. is best known for pioneering the bundle of television, Internet and telephone services together, offering consumers the ability to consolidate their services with one provider. For Cox, it’s not about being the biggest; it’s about being the best.

Company Profile

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Payment Volumes by Channel

Mail

WebRecurring

PhoneCox Retail

3rd Party Cox Kiosk

Mail Web Recurring Phone

35.27% 23.15% 16.97% 11.88%

Cox Retail 3rd Party Cox Kiosk

11.65% 0.81% 0.27%

Un/Underbanked Accessible Channels

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Simplified Demographics

Household Income Employment

GenderAge Ethnicity

Less than 25K 19.64%

25K-49K 24.99%

50K-74K 20.10%

75K-99K 13.39%

100K+ 21.87%

Blue Collar 34.93%

White Collar 65.07%

Unemployed 8.37%

White 62.52%

Hispanic 18.15%

Black 11.44%

Asian 4.85%

Other 3.04%

Male 49.34%

Female 50.66%

Under 18 24.83%

18 - 25 10.07%

25 - 35 12.59%

35 – 50 21.14%

Over 50 31.37%

Population Patterns

Seasonal 0.64%

Transient 2.07%

Some Markets encounter transient population of up to

4%

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Approach to the Un / Underbanked

• Continue to expand available walk up locations for customers

• Continue to expand the integration of our payment architecture to select vendors

• Continue to monitor payment metrics to determine next step strategies

Cox seeks to meet all our customers at their point of need (assisted or self service)

Our approach to the un / underbanked community over the past 3 years includes:• Execution of National 3rd party contracts which allows customers to pay

at grocery store chains and local convenience store locations• Development of a common payment architecture which posts customer

payments to their account as soon as it is received by Cox or authorized 3rd party vendors

• Development and implementation of Cox proprietary kiosks currently being deployed in all new “Cox Solution Center” locations

Cox’s Future Direction:

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Overview – Cox Kiosk Optimization

• Cox Kiosk Optimization – the Cox kiosk legacy payment channel has been in place since 2002 and continues to be a high performing, preferred, and consumer-free payment channel for Cox customers.

• In 2009, with the maintenance agreement expiring, and the need to replace the outdated hardware and software rising, Corporate IT had to respond. Partnering with Corporate and Field leadership, we worked 6-12 months on vetting and selecting a new kiosk solution for our cable/retail, wireless, and partner locations. It was crucial to find a vendor that could not only provide the hardware, but work with us to create and develop a software solution to fit and grow with our expanding demographic of customers. Who at the crux want a fast, convenient, and easy way to pay their bills.

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Helps alleviate customer traffic at retail / wireless counters and provides customers with another (FREE) option for payment.

Service agreements for maintenance of the older Source Technologies kiosks have expired. Therefore, further maintenance is no longer available.

The majority of our Third Party vendors are not integrated with Cox. Therefore, real time payment updates to accounts are not available until the next business day.

Cox Kiosks - The Elevator Speech

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Selecting a Solution

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• Best-Practice On-screen Interface• Integration Standards for a new business process• Integration Benefits to enhance current business

processes• End of Day Reconciliation• Security and Monitoring

Selecting a Solution

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•Used by other MSOs such as Verizon, Alltel, and Time Warner.

•Small, Agile Design

•Infrared Touch screen Display

• Ability to Accept (3) Methods of Payment:

• Cash• Credit• Checks

•Linked to ICOMS for real-time account information and updates.

•Receipt Printer for individual customer receipts and end of day reconcilement reports.

Selecting a Solution – 5 Series Plus Kiosk

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Tailoring the Product

• On-screen Interface customization• Integration customization

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Implementation

• Position the kiosks as a distinct business channel rather than a convenient alternative

– Deliver the best combination of product benefits and specific customer needs

– Assist in training those who will help users of the kiosks

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• Selecting a Site/Store to Pilot the kiosks (Macon, GA and San Diego, CA)

• Training the Retail and IT staff on the new solution.

• Putting the kiosks in service/joining to the domain.

• Monitoring daily activity at the kiosk, tracking issues, and soliciting feedback from customers.

• Once the kiosks had reached the required number of transactions or days in service (soak period), we updated our requirements and began making final changes to the overall solution. Both back end configuration and UI changes.

Implementation - Pilot

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San Diego Federal Store (Pilot) – Legacy Kiosk and New Kiosk Side by Side

Implementation - Pilot

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Cox Kiosk Roadmap 2009 – 2010

Projects January February March April May June July August September October November December

2009Common Payment Architecture• Implement open payment

architecture that permits new payment channels and third parties to integrate into our payments and billing system.

Next Generation Kiosk• Vendor Selection, Contract

Execution, Develop Solution

2010Cox Kiosk Deployments The goal of this initiative is to

retire existing Cox proprietary kiosks located in Cox retail locations and provide new Cox kiosks to retail and wireless locations

Kiosk Phase 2 Enhancements Reporting Portal Software Upgrade Web Service Enhancements

2011

Design Phase – Complete

Define Phase - Complete

Analyze Phase - Complete

Develop & Test – Complete Phase 2 Enhancements

Deploy – BTR/LOU, PEN/GAN, SAN, PHX Kiosks

Deploy – Phase 2 Software Release

Cox Kiosk Reporting Portal Deployed

MAC and SAN Pilot Deployments - Complete OMA and ORG /Wireless

Store Kiosk Deployments - Complete Deploy – PEN/GAN, ROA,

RHI, CON, ORG, Kiosks

Stabilization – On-Going Deployment Support

Stabilization – On-Going Deployment Support

Design Phase – Complete

Define Phase - Complete Analyze Phase - CompleteDeploy Phase – CompleteDevelopment Phase – Complete

Test Phase – Complete

Develop/Design/Complete Requirements for SourceTech

Send RFPs to Vendors Selection of Vendor/Contract Execution

Development/Build Phase – Complete

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Cox Kiosk - Customer Payment Trending

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Cox Kiosk - Customer Payment Trending

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Cox Kiosks – Number of Kiosks In Service

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Presenters

Role/Company Name Email

Project Oversight, Cox Communications John Slick John.Slick@cox.com

     

Project Manager, Cox Communications ZsaVette Ellis-Frye ZsaVette.Ellis@cox.com

     

Sales Engineer, Source Technologies Bob O’Neill boneill@sourcetech.com

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Q & A