Comcast’s success and growth, however, presented a problem. They found that it was difficult to effectively service over 20 million customers they had acquired as parts of different legacy companies. Moreover, they had felt “burned” by technology in the past that boasted positive outcomes, but instead delivered negative results. For instance, an automated dialing system that did not take the time zone of their customers into account or called the same customer number multiple times.In response, Comcast wanted to adopt a new, proactive customer service strategy that reduced the volume of inbound calls, eliminated low-value agent calls and created customer engagement opportunities.

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