BASKING RIDGE, N.J. - Frost & Sullivan has recognized Verizon Business with the analyst firm's North American Leadership Award for Hosted Contact Center Services, for the second consecutive year.
Frost & Sullivan's research highlights the features and benefits of Verizon Business' robust hosted contact center product suite, including Web Center, Hosted Intelligent Contact Routing (ICR) and ICR Integration. The award represents the third time in two years that Frost & Sullivan has honored Verizon Business for its contact center solutions. Last year, Verizon Business also received Frost & Sullivan's Market Leadership Award for Hosted Interactive Voice Response (IVR) services.
The new research underscores both Verizon Business' competitive position with its multinational customers and its breadth of offerings for enterprises of all sizes.
"Verizon Business offers one of the industry's most comprehensive suites of traditional and next-generation IP telephony solutions," comments Strategic Analyst Michael DeSalles. "The company's robust product portfolio, broad customer base and ability to leverage its core strengths have been instrumental in solidifying its leadership position in the hosted contact center marketplace."
Mike Marcellin, vice president of global product marketing for Verizon Business, said: "We designed our expansive contact center portfolio to support our customers' evolving needs, and we are committed to delivering innovative and flexible solutions that help our customers to grow their business and improve their level of customer service."
Frost & Sullivan's research noted how Verizon's Web Center product, a fully managed, network-based automatic call distribution offering, differs from traditional premises-based contact centers by integrating numerous multimedia options through a single point of control. The report praises Verizon's Web Center solution for its simplicity, flexibility, ease of use and cost efficiency.
Frost & Sullivan also cited the strength of Verizon's Hosted ICR, a comprehensive, managed, network-routing solution that intelligently routes multimedia transactions -- such as voice, E-mail, chat, Web call back and Web collaboration -- for contact centers. Hosted ICR gives customers with multiple contact centers the power to operate as one virtual enterprise, regardless of carrier or environment. Verizon's Hosted ICR is based on software from market leader Genesys, an Alcatel-Lucent subsidiary company. The company recently announced Verizon Business' Gold Certification in the United States and Canada for completing extensive training on its products and services, demonstrating Verizon's commitment to customer service excellence.
Additionally, Frost & Sullivan singled out Verizon's ICR Integration, which enables customers to put their intelligent routing service in the network and integrate it with Enhanced Call Routing (ECR), a network-based interactive voice response service that provides automated-attendant treatment and routing for inbound calls.
For more information regarding Verizon Business contact center solutions, visit http://www.verizonbusiness.com/products/contactcenter/.
About the Frost & Sullivan Award for Market Leadership
The Frost & Sullivan Award for Market Leadership is presented to the company that has exhibited market share leadership through the implementation of market strategy. The recipient has displayed excellence in all areas of the market leadership process, including the identification of market challenges, drivers and restraints, as well as strategy development and methods of addressing these market dynamics. Furthermore, the Award recipient has continually demonstrated solutions for monitoring market changes and for implementing superior market strategies. By utilizing these strategies for success, the company has established itself as the market share leader in its respective industry.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, partners with clients to accelerate their growth. The company's Growth Partnership Services, Growth Consulting and Career Best Practices empower clients to create a growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 30 offices on six continents. For more information about Frost & Sullivan's Growth Partnerships, visit http://www.awards.frost.com.
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE: VZ), operates the world's most connected public IP network and uses its industry-leading global-network capabilities to offer large-business and government customers an unmatched combination of security, reliability and speed. The company integrates advanced IP communications and information technology (IT) products and services to deliver leading enterprise solutions including managed services, security, mobility, collaboration and professional services. These solutions power innovation and enable the company's customers to do business better. For more information, visit www.verizonbusiness.com.