Product descriptions:
Frontier Communications is focused on advancing their purpose of Building Gigabit America — growing their fiber network to connect more people to their fiber technology and all the opportunities it enables. In support of their fiber-first strategy, Frontier turned to the Databricks Data Intelligence Platform to modernize their data foundation. With trusted, real-time insights at their fingertips, teams across the organization are accelerating innovation — from AI-powered sales and automated contract analysis to near-instant fiber pricing — positioning Frontier as a data-driven leader in the telecom industry.
Siloed data, slow insights and rising demands
Since beginning their turnaround in 2021, Frontier has transformed from a legacy telephone company into the largest pure-play fiber internet provider in the country. Frontier now provides access to high-speed, reliable fiber internet connectivity to more than 8 million locations and has achieved industry-leading customer satisfaction. As part of their transformation, Frontier needed to become a more digital, efficient technology company powered by data.
The company saw a clear need to centralize their data and modernize their infrastructure to support everything from sales and service to pricing and customer experience. With this approach, unlocking real-time insights and improving efficiencies through automation became critical drivers for change — not just buzzwords. “Our transformation into a tech company is driven by data at every level — from decision-making to how we operate, it’s how we stay agile and focused on results,” Melissa Pint, Executive Vice President and Chief Digital Information Officer at Frontier, said.
Delivering more speed, trust and innovation
With the Databricks Data Intelligence Platform as the foundation of their modern data stack, Frontier unified their data in a secure lakehouse architecture. The result: trusted, real-time access to data across the enterprise — enabling faster decision-making, improved performance and continuous innovation.
Frontier’s B2B sales team now uses AI-powered lead prioritization to target the right prospects — driving a 20% increase in new logo sales and reducing ramp-up time for account executives. Near real-time dashboards provide quick access to sales metrics and commission data, accelerating revenue generation and transparency.
Within their wholesale business, Frontier uses GenAI to analyze over 40,000 contracts, uncovering untapped revenue opportunities at scale. Meanwhile, their network and customer operations teams can now use real-time performance data to improve service quality, boost net promoter scores (NPS) and reduce churn.
Empowered teams with real-time pricing for a tech-forward future
By reducing pricing calculation times for fiber installations from weeks to seconds, Frontier’s teams can now respond to customer and market needs with unprecedented agility. With natural language query capabilities, they can explore data and generate insights faster than ever. “The Databricks Platform fuels grassroots innovation,” Jyoti Ponnapalli, Vice President of AI at Frontier, said. “By democratizing access to data and AI, employees across the organization are now equipped to experiment, ideate and transform everyday insights into enterprise-scale impact.”
Beyond accelerating operations, Frontier’s modernization has enabled personalized marketing campaigns, increased cross-functional collaboration and unlocked new levels of agility across the company. “Databricks allows us to deliver innovative new business solutions with speed and trust in a centralized and secure way,” Jesse Ross, Vice President of Information Technology at Frontier, shared.
Srini Lingineni, Senior Director of Data Engineering at Frontier, emphasized the foundation now in place: “Databricks is core to Frontier’s data strategy — our data is now centralized, trusted, holistic, accurate, timely, accessible and governed.” Frontier Communications is now primed to lead the way in connectivity innovation — delivering faster, smarter, more reliable service to millions.