Verizon's technology strength and leading market position have earned it the leading spot on global analyst firm Ovum's list of top hosted contact center services providers.
In its new research report, "Decision Matrix: selecting a hosted contact center service in the US," Ovum said that Verizon "leads the pack among the vendors that target the very large contact centers, combining a broad feature set with proven scalability into the thousands of seats."
Ovum notes that of the companies evaluated in the report, Verizon has the highest contact center revenues, largest deployments and broadest customer base. Its hosted contact center portfolio also earned top marks for solutions capabilities, breadth, reliability, scalability, interoperability and maturity.
"We believe that, without a doubt, any enterprise with a large and complex contact center operation looking at the hosted model should be speaking to Verizon," said Ian Jacobs, senior analyst, Customer Interaction, Ovum. "Its expansive list of complementary products and services means that Verizon can assemble a wide array of solutions for businesses of all sizes. In particular, Verizon could create an ideal solution for customers that want to combine toll-free routing, hosted interactive voice response and speech applications and contact center routing."
Ovum cited Hosted Intelligent Contact Routing (ICR) and Web Center as two of Verizon's multi-tenant offerings that are meeting market demand for hosted services. In addition to Hosted ICR and Web Center, Verizon offers Hosted Interactive Voice Response and Speech Services and IP Contact Center services.
The report also recognized that Verizon's professional services consultants have the extensive expertise required to assess, design, implement and manage enterprise information systems.
Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organizations must support. Ovum is part of the Datamonitor group (www.datamonitor.com).
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 nearly 93 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 employs a diverse workforce of more than 217,000 and last year generated consolidated revenues of more than $107 billion. For more information, visit www.verizon.com.