DCC’s Frontwave™ to Strengthen Customer Service Capabilities for Comcast Cable in Salt Lake and Denver
- IVR Software to Enhance Communications for Leading Cable Provider’s Call Centers -
Franklin, Tennessee– DCC (Dialogic Communications Corporation), the home entertainment industry’s leading provider of interactive voice response (IVR) technology, has announced the installation of its Frontwave™ product suite in Comcast Cable’s Denver, Colorado and Salt Lake City, Utah call centers.
In both cities, Comcast will utilize Frontwave’s proven IVR platform, a host of inbound and outbound applications and CTI (computer telephony integration) to address subscriber and technician needs automatically 24 hours a day, 7 days a week.
"Frontwave helps us make life easier for our customers," said Will Bosch, Comcast's West Division telecom manager. "People don't want to spend the entire night on the phone waiting for a customer service. DCC's technology enables subscribers to retrieve past billing information, report a service problem or order the latest pay-per-view movie all through a fast and simple process."
Frontwave’s CTI feature enables customer service agents to view detailed caller information when subscribers contact Comcast, eliminating the need for repeat questions and speeding resolution time. The Technician Functions application allows personnel to modify and close out work orders directly from the field and without the assistance of customer service representatives.
“DCC is pleased to add Comcast’s Denver and Salt Lake City call centers to its long list of home entertainment providers,” said Gene Kirby, DCC President and CEO. “We look forward to a long and mutually beneficial relationship.”
About Comcast Cable
Headquartered in Philadelphia, Comcast Cable is a division of Comcast Corporation, a developer, manager and operator of broadband cable networks and provider of programming content. Operating in 17 of the United States' 20 largest metropolitan areas, Comcast is one of the leading communications, media and entertainment companies in the world. Providing basic cable, digital cable, high-speed Internet and telephone services, Comcast is the company to look to first for the communications products and services that connect people to what's important in their lives. The company's 55,000 employees, in six divisions, serve more than 21 million customers.
About DCC
Since 1982, hundreds of cable, wireless and DBS providers have integrated DCC’s interactive voice response solutions into their contact center operations. For more information, contact DCC in Franklin , Tennessee , at 800.723.3207 or visit www.dccusa.com
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