Comcast

Istonish verifies Comcast customer choices of local, long distance, and/or intraLATA service, and PIC/LPIC freeze and/or freeze removals for all customer service, sales channels, and outbound telemarketing vendors. Calls come from inbound, outbound, direct sales, and client service channels.

Istonish successfully:

• Manages and operates a facility physically separate from Comcast telemarketing, customer service, and field representatives to obtain oral authorizations from customers to submit PIC/LPIC change orders, or LEC freeze orders that confirm and include appropriate verification data
• Tracks all orders and communicates TPV results to Comcast via daily file transmissions
• Provides a fully automated IVR/VRU interaction with live operator backup for Comcast’s customer opt-out or pre-defined business rules that direct customers to live agents
• Uses real-time TPV transaction interaction between Comcast’s sales/order system and Istonish’s TPV system
• Provides remote telephone dial-up access for Comcast to monitor live agent interactions
• Provides a remote telephone dial-in system for Comcast to retrieve voice recordings and/or “.VOX” files online for six months in real-time within 10 minutes or less
• Provides full language capabilities in English and Spanish
• Hires, trains, and compensates personnel to accomplish timely and accurate processing of all TPV records, and to file transmissions
• Performs the services in accordance with the third-party verification procedures required by federal, state, and local laws, and Comcast policies
• Provides a weekly “Quality Assurance Audit Report” to Comcast