Verizon is the largest provider of wire-line and wireless communications in the United States, with 139 million access lines and 36 million wireless customers. The company has more than 167,000 employees with over 80,000 in critical field-service position

In the dot-com days, many companies were willing to invest more to get more. Companies would invest in changing a process to improve customer satisfaction, even if it took more labor hours. They would purchase more capable technology, even if it cost more

Since the middle of the 20th century, the developed world has experienced a substantial shift from manufacturing-based economies to a global services- and knowledge-driven economy. Along with this shift has come a shift in valuation for large enterprises.