Izzi is the commercial brand name of telephone, Internet, and cable television services owned by Grupo Televisa and operated by Empresas Cablevision. The company is the second largest triple play provider in Mexico, serving more than 60 cities in the Mexican Republic, including the Mexico City metropolitan area, in 29 states.
Izzi leadership identified two major issues that hampered its ability to fulfill customer expectations and improve their experience. First, they needed to reduce customer complaints about a technical problem. Secondly, Izzi leaders wanted the system to intercept calls from clients that came in within 48 hours before or after a technical visit was scheduled.