03.08.2016Enterprise Tech

Personalized, convenient customer interactions from Verizon’s Unified Customer Experience solution

By: Carlos Arcila

Businesses serving all industries will soon be able to connect seamlessly with their customers through Web chat, social media, email or mobile via Verizon Enterprise Solution’s new Unified Customer Experience solution. The latest addition to the company’s continually evolving Customer Contact Solutions portfolio will enable enterprise and government agencies to deliver a personalized and superior omni-channel experience to clients.

The feature-rich solution offers multiple options for connecting with customers, including the callback service (used when call volumes are high), or interactive voice recognition and speech analytics (designed to deliver a personalized experience).

“Customers are demanding. They want to be able to communicate in whatever form is most convenient for them so they can easily get answers to questions or resolve issues quickly,” said Alla Reznik, director of Customer Contact Solutions, Verizon. “Verizon is focused on enabling enterprises to transform the customer experience through its latest offering, especially as more business is conducted online.”

According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report, “Customers want a frictionless, easy, and immediate journey on channels of their choice and they desire a connected omni-channel journey across channels.”

With the new platform, agents in the office or on-the-go will gain a comprehensive picture of the customer’s preferences, previous purchases and interactions to enable a true omni-channel customer experience.

Available in late May in the U.S. and supporting users in 48 countries around the globe, the dedicated cloud-based contact center solution is developed with eLoyalty and is built on top of Cisco’s Hosted Collaboration Solution for Contact Center.

Verizon’s Unified Customer Experience is an evolution of its Customer Contact Solutions portfolio ideally suited for small to large enterprises. Verizon continually leads the customer contact center industry since the emergence of IP communications with advanced solutions including IP Toll Free and IP Interactive Voice Response (IVR).

Reznik added: “Verizon understands where the customer contact industry is headed and continually delivers holistic solutions that address shifting market trends. Beyond advanced features and functionalities such as self-service tools, mobile and voice call back, Verizon’s Customer Contact Solutions portfolio helps businesses stay ahead of their competitors by enabling them to deliver better experiences to their customers.”

Recent developments and enhancements to Verizon’s portfolio include the launch of Contact Center Managed Services, a fully outsourced offering designed to monitor and manage critical contact center applications; and Virtual Contact Center, a cloud-based service for mid-market clients with access to a fully integrated and comprehensive suite of contact center applications.

Visit Verizon Customer Contact Solutions to learn more.