Customer care is the name of the game, and Mediacom launched virtual assistant Molli as a way to lower costs while creating as frictionless a customer experience as possible. Molli can tell customers everything about their service, including their account balance, data usage and their Mediacom WiFi password. Since embracing customer facing digital platforms, Mediacom has seen call volume trending down to low double digits YOY. The number of interactions on its digital platforms, including its support site and Molli, now total more than one-third of total customer contacts, increasing by more than 50% YOY.

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