Cox security services expand from Internet to the home

SAFE AT HOME: John Wolfe, general manager of Cox Communications’ Northeast operations, says the company’s new home-security measures are “very intuitive for customers to use.” / COURTESY COX COMMUNICATIONS
SAFE AT HOME: John Wolfe, general manager of Cox Communications’ Northeast operations, says the company’s new home-security measures are “very intuitive for customers to use.” / COURTESY COX COMMUNICATIONS

Armed with a dual degree in science and English and the unfiltered enthusiasm of a recent college graduate, John Wolfe headed from his Ohio home to Washington, D.C., and dreamed of becoming the next Bob Woodward.
Things didn’t quite work out that way. Wolfe made a career in reporting on the telecommunications industry before moving into representing it as spokesperson for the National Cable Television Association on public policy. That led to a public affairs position with Times Mirror Cable Television, which was acquired by Cox Communications in 1995.
Now, as general manager of Cox’ Northeast operations, Wolfe is responsible for 1,400 employees in Rhode Island, Connecticut and Ohio, and the December 2012 roll out of Cox’s Home Security in the region.

PBN: How did Cox identify that there was a market to move into home-security service?
WOLFE: It’s an extension of the relationship we already have with our customers. We have things that protect them online. It’s also an extension of the robust broadband network we’ve built throughout Rhode Island. The home-security product service rides on our broadband network. It’s an opportunity for customers to buy a home-security product [from a provider] they already have a relationship with, that they already trust, and to be able to combine everything in one bill and have one place to call for your voice, video and home security.

PBN: What sets the Cox Home Security product apart from other services?
WOLFE: The neat thing about our home security is that it uses smartphone technology. It’s very intuitive for customers to use and it uses the cellular system as a backup. If you were to lose power, your security system automatically switches over to a wireless backup. It’s very reliable. Instead of a panel stuck on a wall, we provide customers with something that looks like a small iPad and you can use it for all aspects of home security – utility monitoring, turning your lights on and off, setting your thermostat. The neat thing about the interface is that it comes with a stand. When it’s not being used for home security, it can act as a digital picture frame. Using your smartphone or iPad, you can check your status while you’re away. You can turn your lights on and off while you’re away. It’s a smart home-management product.

PBN: Is there any danger in being able to access a person’s home security through their smartphone? For instance, if the phone is stolen or lost?
WOLFE: It’s password protected. You have to enter a password to be able to access the settings, whether you’re entering your home to disarm it or using a smartphone or iPad or any other technology.

PBN: You rolled out the service in December 2012. How has customer response been?
WOLFE: Response has been very good, especially given the fact that we haven’t begun to aggressively market the product. You’ll probably see a lot more of that in the coming weeks and months. Word of mouth is strong and we expect customers will like it a lot. It’s a unique product and pricing is competitive.

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PBN: The new product has created 25 jobs so far in the Northeast region. How many of those have been in Rhode Island and how do you see the potential for future job growth here?
WOLFE: The overwhelming majority, about 20, have been in Rhode Island. Our Northeast region is headquartered in West Warwick. Jobs will grow as the product continues to grow. As we add more and more customers we’ll need more people to install and assist with marketing. We haven’t set a number. In the past year, Cox Communications has added 100 jobs in Rhode Island. PBN: In hiring Rhode Island workers, have you been able to easily find skilled candidates?
WOLFE: I wouldn’t say easily. We have a pretty thorough hiring process. For our call center and sales jobs, there’s a good market for employees. For some of our more technical jobs, those are harder to find but that’s probably the case no matter where we are.

PBN: You’ve had a long career in the telecommunications industry. What has made it successful for you?
WOLFE: I’ve been fortunate to be with a great company, first and foremost. I don’t say that just because I’m an employee. I really think there’s something special about this place. We try to do the right thing in the right way.

PBN: How would you advise high school and college students interested in this industry to improve their job prospects?
WOLFE: I would first urge them to, especially at the college level, to take courses in business, understanding technology, and understanding consumer behavior. … Also try to pursue internships to get that practical experience and to get to know people and develop a network that way.

PBN: Do you see the industry as high growth for Rhode Island employment?
WOLFE: I do. I do see telecommunications and in general the broadband industries as a really good growth opportunity because more and more services are going to be developed and they require people to install, maintain and service customers. •INTERVIEW
John Wolfe
Position: General manager, Cox Communications’ Northeast operations
Background: Wolfe has been with Cox Communications since 1995, first working as vice president of government and public affairs for Cox’ Northeast region before being named to his current role in August 2012. Prior to joining Cox Communications, he was New England director of public affairs for Times Mirror Cable Television, director of public information for the National Cable Television Association, managing editor and Washington bureau chief for CableVision Magazine, and managing editor for Arlen Communications, a Washington, D.C.-based telecommunications publishing and consulting company.
Education: Bachelor’s in science, political science and English, Miami University, 1982
First Job: Delivering furniture for Miller’s Furniture, his father’s small shop in Barnesville, Ohio
Residence: Cheshire, Conn., and Warwick
Age: 52

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