BASKING RIDGE, N.J. - Verizon Business is the 2007 recipient of the Frost & Sullivan North American Market Leadership Award for Hosted Contact Center services. This is the second major award this year recognizing the company's Contact Center solutions.
New research from Frost & Sullivan, a leading global growth consulting company, recognizes Verizon Business for its strong Contact Center portfolio, extensive customer installed base, ability to leverage its core strengths, and its leadership in the hosted contact center marketplace.
"Verizon Business offers one of the industry's most complete suites of traditional and next-generation IP telephony solutions," said Michael DeSalles, strategic analyst with Frost & Sullivan. "The portfolio provides a range of feature-rich, modular solutions that integrate with the company's business applications and contact center products, with the goal of lowering the total cost of ownership for the end user. As the clear market leader, Verizon Business goes to market with a bevy of world-class technology providers.
"Verizon Business complements its product portfolio with a skilled and experienced Professional Services organization that manages all facets of Verizon Business' Contact Center implementation projects, including systems design and integration, software development and post-implementation production support. The Professional Services organization provides custom development and consulting services to customers, helping set Verizon Business apart from the competition," DeSalles said.
The research study praises Verizon Business for its wide range of contact center offerings that serve small-, medium- and large-enterprise customers, unlike other providers that may only have a single niche play in the marketplace.
"This award recognizes that our Contact Center solutions can drive our customers' business processes," said Mike Marcellin, vice president of global product marketing with Verizon Business. "We deliver flexible solutions that can successfully support all situations -- from at-home agents, to a seasonal workforce to regional call centers."
Frost & Sullivan also recently awarded Verizon Business the 2007 Frost & Sullivan Market Leadership Award for Hosted Interactive Voice Response (IVR) services. Verizon Business was recognized for its continual demonstration of innovative contact center solutions to meet the unique needs of its large-business and government customers.
Contact Center Solutions
Verizon Business Contact Center solutions help companies increase functionality while controlling costs associated with inbound and outbound customer communications. Verizon Business' Professional Services and Service Delivery teams deliver hosted, managed and premises-based solutions, as well as tailored combinations of all three.
Verizon Business offers several hosted contact center offerings, including Hosted Interactive Voice Response (IVR), Hosted Intelligent Contact Routing (ICR) and Web Center. The Hosted IVR product line, which uses speech technology and touch tone commands to provide information to callers or to route calls to a representative, includes Enhanced Call Routing (ECR), Global ECR, Speech Services and Internet Protocol (IP) IVR.
Hosted Intelligent Contact Routing is a fully managed and hosted solution based on Genesys Labs' dynamic contact center software that is powered by Verizon Business' robust and extensive network. Hosted ICR offers intelligent network-level routing and queuing, with real-time and historical reporting in a redundant and highly available architecture with 24 x 7 customer support among other features.
Web Center is a fully managed, network-based, multimedia contact center solution. Web Center customers can offer enhanced customer service through a variety of multimedia contact options, customer prioritization and intelligent contact routing tools, without requiring a costly investment in software, hardware and services personnel (e.g. IT). Web Center supports seven different communication types, including traditional voice, Voice over IP (supported by IP Web Center), Chat, Email, Fax, Web Collaboration and Web Callback. Web Center and IP Web Center offer an ideal solution for supporting a geographically dispersed workforce, at-home agents, help desks and seasonal deployments. This flexible and fully redundant platform allows for business continuity, and enables agents to conduct business from any physical location with only a PC, high-speed internet connection and a phone.
About the Frost & Sullivan Market Leadership Award
The Frost & Sullivan Award for Market Leadership is given to the company that has exhibited market share leadership through the successful execution of key market strategies. 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, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies and the investment community by providing comprehensive industry coverage that reflects the unique global perspective and combines ongoing analysis of markets, technologies, econometrics and demographics. For more information, visit www.awards.frost.com.
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a leading provider of advanced communications and information technology (IT) solutions to large business and government customers worldwide. Combining unsurpassed global network reach with advanced communications, security and other professional service capabilities, Verizon Business delivers innovative and seamless business solutions to customers around the world. For more information, visit www.verizonbusiness.com.