10.08.2010Corporate

Verizon's High-Tech, Innovative Approach to Customer Service Makes It Easier to Do Business With the Company

With international Customer Service Week under way, Verizon is reinforcing its focus to serve customers through more efficient processes, local-to-global service, and collaborative solutions that make it easier to do business with the company.

Verizon continues to introduce - and receive recognition for - some of the industry's most innovative customer care solutions, advancing how customers experience Verizon service -- at home, at work and on-the-go. Using this customer-care approach, Verizon delivers a positive and differentiated service experience while strengthening the way customers collaborate with the company.

"While the solutions we offer consumers and businesses continue to evolve, our commitment to advancing customer service capabilities remains constant," said Bob Toohey, Verizon senior vice president of global customer care and services. "Whether a residential customer is looking for tips from our FiOS In-Home Agent or an IT manager is chatting with our new Avatar service agent in the Verizon Enterprise Center, we strive for higher levels of satisfaction with every customer interaction."

Looking beyond its local-to-global portfolio of products and services, Verizon's focus on the customer means finding the solution to a need - whether it's business or pleasure. With offices around the world, Verizon is prepared to transform the right technology into the right solution, complete with high-tech and human-service components making it easier for customers around the globe to do business with the company while addressing customer preferences.

As customer self-service becomes the new gold standard, Verizon continues to advance available tools - both online and on-the-go - helping customers command and control how they choose to do business with the company.

The award-winning Verizon Enterprise Center (VEC) is a self-service Web portal that enables business customers to securely check the status of their orders, request new services, and monitor their network service performance. The VEC also enables customization such as selecting from among 11 different languages; delivery of up to seven billing-summary reports; and enabling customers to view and sort expenses based on geography, currency, products and services. Customers can also elect to receive their bill in an environmentally-friendly paperless format. (Verizon has announced enhancements to its Verizon Enterprise Center.)

For consumers, Verizon's customer service focuses on helping to get customers what they want when they need it. To augment traditional customer-service offerings, Verizon now offers five signature self-service tools: the Support section of Verizon.com; online ordering for existing and new customers for bundles and a la carte services within Verizon.com; FiOS TV Interactive Media Guide (IMG); In-Home Agent (IHA) software; and a telephone voice response system.

Added Toohey, "Improved customer care is a critical ingredient in everything we do and everything we deliver as we continue to leverage advanced technology in transforming the customer experience."

Verizon Communications Inc. (NYSE, NASDAQ:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers.  Verizon Wireless operates America's most reliable wireless network, serving more than 92 million customers nationwide.  Verizon also provides converged communications, information and entertainment services over America's most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world.  A Dow 30 company, Verizon last year generated consolidated revenues of more than $107 billion.  For more information, visit www.verizon.com.

####