Cable television company, Time Warner Cable Inc., has expanded and extended its existing e-Care contract with Convergys Corporation. The company will continue to use Convergys’ customer solutions and address the growing demand for a multi-channel customer experience.

In a recent survey, Convergys proprietary research found that self-care customer service options are gaining in popularity quickly, with 25% of customers now preferring to use the Internet to initially contact a company.

Partnering with Convergys, Time Warner Cable offers e-Care alternative customer contact channels that include both email and online chat in both English and Spanish. Through these channels, customers can receive account information and support, digital phone technical support, and answers to queries about billing, browsing, connectivity, and email issues. Time Warner Cable has about 15 million customers.

“Our company strives to provide customers with the type of service and care opportunities expected from a digital company and our relationship with Convergys supports our commitment to providing that level of customer care,” said Time Warner Cable EVP and chief marketing officer Sam Howe.

Jim Boyce, Convergys president, global Business units said: “We know from our research study that the cable industry is a highly competitive marketplace where customer service is a key differentiator and a driver of customer loyalty. Convergys will continue to support Time Warner Cable’s goal of providing unsurpassed customer care by leveraging the breadth of our customer management solution portfolio.”