02.03.2009

One Easy-to-Remember, Nationwide Phone Number Simplifies Verizon's Customer Service

NEW YORK - Verizon is now offering consumers a single, convenient toll-free phone number to contact the company, greatly simplifying the process of reaching the correct customer service area.


The new number, 1-800-VERIZON (1-800-837-4966), replaces more than 100 toll-free numbers used in the past by Verizon wireline customers.  It creates a quick, more efficient way for Verizon wireline telephone, high-speed Internet, and FiOS Internet and TV customers from coast to coast to speak to service representatives who can answer billing questions, process orders for new services and repair requests, and provide technical support.


The new number was introduced market by market across the country over the last few months.  Already, more than 40 percent of all calls to Verizon from residential wireline customers are made via 1-800-VERIZON.  Other Verizon services will be added to the number in the future, and the other toll-free customer-service numbers will be gradually phased out.


"Instead of asking customers to figure out which number to call for what, one number is now all they'll need," said John Comisky, vice president of operations at Verizon.  "It makes life much easier for our customers."


IT Innovation Enables Customers to Get Assistance Faster


After dialing 1-800-VERIZON, customers first hear an automated "greeter" that recognizes either word commands or number prompts to obtain a particular area of assistance, automatically routing the call by geographic region and function.


Once a customer's specific need is identified, the call is directed to the proper service representative, regardless of whether the call originated from a landline or wireless phone.  Early results from customers using the one-number contact show a significant, and growing, increase in calls going to the right place the first time.  The simpler process is helping customer communications while making more efficient use of service representatives' time.


"We implemented leading-edge technology to create a seamless process that our customers grasp intuitively," said Kamil Hajji, Verizon IT director and lead architect of contact center technology.


Verizon Communications Inc. (NYSE:VZ), headquartered in New York, is a leader in delivering broadband and other wireline and wireless communication innovations to mass market, business, government and wholesale customers.  Verizon Wireless operates America's most reliable wireless network, serving more than 80 million customers nationwide.  Verizon's Wireline operations include Verizon Business, which delivers innovative and seamless business solutions to customers around the world, and Verizon Telecom, which brings customers the benefits of converged communications, information and entertainment services over the nation's most advanced fiber-optic network.  A Dow 30 company, Verizon employs a diverse workforce of nearly 224,000 and last year generated consolidated operating revenues of more than $97 billion.  For more information, visit www.verizon.com.


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