Case Study: Comcast consolidates 20 desktop applications into Einstein and boosts agent effectiveness with SQM Group

Comcast Desktop Applications Best Practice

Comcast faced a fragmented desktop environment with 20 unique desktop applications used by agents. SQM Group documented Comcast’s consolidation of those tools into a single desktop application called Einstein to create a unified interface and improve agent engagement and effectiveness.

The solution—Consolidating 20 apps into Einstein—was shown by SQM Group to simplify the agent desktop and drive strong adoption: in an annual Einstein user survey (12% response rate), 87% of responding agents said Einstein helps them succeed and 91% said they trust the information it provides, demonstrating measurable improvements in agent confidence and workflow consistency.

Comcast