How does IP Contact Center work?

Our comprehensive IP Contact Center service gives you all the usage-based features you need, and the tools to make near-real time changes quickly and efficiently. VoIP Inbound options include local to global calling with domestic toll-free and local services as well as international inbound that can be layered with dozens of advanced features to fit the needs of your business. Network Manager puts you in control by helping you make quick changes to your calling plans and follow your business in near real time. In addition, you can extract near real-time traffic management reporting so you can have your finger on the pulse of your callers.

What is Contact Center Technical Services?

Verizon Contact Center Technical Services provides a suite of pre-packaged engagements each designed to deliver measurable business results. They can be used in conjunction with Verizon's entire portfolio of products and services.

How does Contact Center Technical Services work?

Verizon's leading contact center experts can help you to: - Understand your current contact center environment and how it is performing. - Identify and recommend technology and operational improvements. - Create a strategy and implementation roadmap. - Gain better insight throughout the planning lifecycle—from discovery, assessment, strategy, design to implementation.

How does Hosted Intelligent Contact Routing work?

Hosted ICR provides contact-by-contact intelligent call routing through a universal queue that directs each contact to the agent best able to serve each customer's need, whether in a contact center, home office, or at a remote branch office location. Hosted ICR employs your business rules, calling party characteristics, any data requested or provided by the user, as well as any data retrieved from your host computers - all within our network.

What is Hosted Intelligent Contact Routing?

Hosted Intelligent Contact Routing (ICR) is a comprehensive, managed, network-based solution that intelligently routes multimedia transactions, such as voice, e-mail, chat, and web collaboration for contact centers. Hosted ICR gives entities with multiple contact centers the power to operate as one single virtual enterprise. Deployed in a network-class environment and accompanied by a suite of optional managed services, Hosted ICR is a cloud based service based on software from our technology partner Genesys.

What is Knowledge Assist?

Knowledge Assist is an AI-driven knowledge base integrated into contact center and virtual agents' desktops to deliver up-to-date, accurate answers and guidance. Our solution helps your agents understand the intent of customers' questions, provide consistent answers across channels, build trust and drive customer conversations.

How do Contact Center Edge Solutions work?

Rely on our support throughout your CPE technology's lifecycle. Our relationships with NICE, Cisco, Genesys, Nuance, Aspect, Avaya, Ribbon, Pindrop and SecureLogix can help you procure the right CPE—and provide smooth deployment. Managed services give you a single global contact for maintenance, troubleshooting and replacement.

How does Knowledge Assist work?

Knowledge Assist uses AI to empower your contact center agents with accurate, relevant information in real time. It blends highly crafted responses, integrates to relevant data sources, and reads internal and external websites and documents to create an evolving knowledge base that assembles the most relevant information.

How does IP Contact Center work?

Our comprehensive IP Contact Center service gives you all the usage-based features you need, and the tools to make near-real time changes quickly and efficiently. VoIP Inbound options include local to global calling with domestic toll-free and local services as well as international inbound that can be layered with dozens of advanced features to fit the needs of your business. Network Manager puts you in control by helping you make quick changes to your calling plans and follow your business in near real time. In addition, you can extract near real-time traffic management reporting so you can have your finger on the pulse of your callers.

What is Contact Center Technical Services?

Verizon Contact Center Technical Services provides a suite of pre-packaged engagements each designed to deliver measurable business results. They can be used in conjunction with Verizon's entire portfolio of products and services.

How does Contact Center Technical Services work?

Verizon's leading contact center experts can help you to: - Understand your current contact center environment and how it is performing. - Identify and recommend technology and operational improvements. - Create a strategy and implementation roadmap. - Gain better insight throughout the planning lifecycle—from discovery, assessment, strategy, design to implementation.

How does Hosted Intelligent Contact Routing work?

Hosted ICR provides contact-by-contact intelligent call routing through a universal queue that directs each contact to the agent best able to serve each customer's need, whether in a contact center, home office, or at a remote branch office location. Hosted ICR employs your business rules, calling party characteristics, any data requested or provided by the user, as well as any data retrieved from your host computers - all within our network.

What is Hosted Intelligent Contact Routing?

Hosted Intelligent Contact Routing (ICR) is a comprehensive, managed, network-based solution that intelligently routes multimedia transactions, such as voice, e-mail, chat, and web collaboration for contact centers. Hosted ICR gives entities with multiple contact centers the power to operate as one single virtual enterprise. Deployed in a network-class environment and accompanied by a suite of optional managed services, Hosted ICR is a cloud based service based on software from our technology partner Genesys.

What is Knowledge Assist?

Knowledge Assist is an AI-driven knowledge base integrated into contact center and virtual agents' desktops to deliver up-to-date, accurate answers and guidance. Our solution helps your agents understand the intent of customers' questions, provide consistent answers across channels, build trust and drive customer conversations.

How do Contact Center Edge Solutions work?

Rely on our support throughout your CPE technology's lifecycle. Our relationships with NICE, Cisco, Genesys, Nuance, Aspect, Avaya, Ribbon, Pindrop and SecureLogix can help you procure the right CPE—and provide smooth deployment. Managed services give you a single global contact for maintenance, troubleshooting and replacement.

How does Knowledge Assist work?

Knowledge Assist uses AI to empower your contact center agents with accurate, relevant information in real time. It blends highly crafted responses, integrates to relevant data sources, and reads internal and external websites and documents to create an evolving knowledge base that assembles the most relevant information.

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Verizon Business to debut Contact Center Hub

New Cloud Contact Center Service for Small and Medium Businesses

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IBM and Verizon Business to collaborate on 5G and AI solutions at the Enterprise Edge

Verizon and IBM to work together on 5G and MEC co-innovation. The first solutions to be aimed at helping improve industrial quality, availability and performance.

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Fujifilm Group deploys Verizon Business Group’s Advanced Security Operations Center

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Contact Center & CX Solutions

We've got some great deals going on right now exclusively for our online customers... chat now to hear more! Article,Discover how contact center AI solutions can help transform your organization and deliver a better customer experience across voice and digital channels. Oct 22, 2024,Infographic,A recent Verizon-commissioned white paper explores how business leaders are addressingtheir customer experience (CX) challenges. We present a selection of those findings here. Mar 29, 2024,Executive Brief,A proactive CX approach, infused with artificial intelligence (AI) and using cloud computing and sophisticated business analytics to enable delivery of personalized, consistent experiences across channels and platforms. Mar 28, 2024,Solutions Brief,Verizon is leading the way as one of the earliest carriers to offer RCD on IP Contact Center outbound calls. Mar 01, 2024,White PaperFeb 23, 2024,Solutions Brief,Google CCAI helps you leverage AI to scale your contact center interactions while maintaining a high level of customer satisfaction. Verizon can integrate Google CCAI with most contact center platforms. Feb 22, 2024,Solutions Brief,Transformational technologies available for your network. Feb 14, 2024,Solutions Brief,A Contact Center as a Service Transformation Strategy & Roadmap Assessment from Verizon Consulting Services can help future-proof your CX initiatives. Feb 08, 2024,Solutions Brief,Realize your vision for AI-driven customer support with Verizon Consulting Services. Feb 08, 2024,Call sales,Chat with us,Have us contact you,Get updates,Already have an account?,* Required,The information provided will be used in accordance with our terms set out in our . Please confirm you have read and understood this Notice,Verizon may wish to contact you in the future concerning its products and/or services. If you would like to receive these communications from Verizon, indicate by selecting from the dropdown menu below. Please note that you can unsubscribe or update your preferences at any time. By submitting the form, you are agreeing to receive insights, reports and other information from Verizon and affiliated companies in accordance with our . California residents can view our California Privacy Notice . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent AllowedWe use technologies to collect and share information about your use of our site. By continuing, you agree to the use of these capabilities for a better experience and other purposes. Learn more in our .

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Cloud Contact Center

Deliver the ultimate customer experience with unified customer interactions, built-in AI and rich customer experience (CX) platforms. Give customers a simple and effortless journey, including being able to move from one channel to another easily without having to reenter information or repeat an issue's context. Integrate customer touchpoints with AI-driven, all-in-one platforms for voice, digital and workforce engagement that scales and is easy to use. Empower employees with the tools they need to make their jobs easier, to add efficiency and to deliver better CX. Increase customer satisfaction and loyalty with data- and analytics-driven CX personalization that recognizes customer interactions and tailors their individual experiences accordingly. Engage customers, empower agents and build personalized experiences that help set your business apart. Enable customer interactions with an advanced, cloud-based contact center platform. Engage your customers through our next-generation cloud contact center. Verizon cloud-based solutions work together to help a toy manufacturer scale to meet a 300% increase in holiday demand. Unifying its contact centers onto a single platform helped this bank do more than improve experiences. In our fifth CX Insights report, we surveyed 5,000 consumers and 500 executives to uncover AI's impact on CX. How personalized, proactive customer service creates next-generation customer experiences. Your cloud contact center is the central nervous system for your business. That's why you need to be wary of low-cost and easy-to-deploy promises. Finding the right balance between AI and human interactions—and appropriate transparency around the use of AI in business—will be increasingly important. A customer service or call center platform offering advanced features and technology in the cloud. CCaaS platforms are usually provided by a third party and typically include core technologies like automatic call distribution (ACD), interactive voice response (IVR), AI, workforce management tools, analytics and more. A hosted contact center is a communications solution tied to a physical server. A cloud contact center leverages cloud computing, so there is no need for direct network connections or client-side infrastructure or physical servers. We would be happy to discuss the best solution for your business. To learn more about CCaaS and improving customer experience, please call 1.877.297.7816 or to set up a consultation. Call sales,Chat with us,Have us contact you,Already have an account?

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Genesys Cloud Contact Center Solutions

Secure, simplified, streamlined, solved. That's CX done right. Genesys Cloud is an all-in-one cloud contact-center solution that enables personalized customer experiences across phone, email, chat, text and social channels. Deploy tools like automatic call distribution (ACD), interactive voice response, conversational AI, email, social media, chat and text/SMS. Implement real-time dashboards to provide insights across all channels to help you manage your contact center. Optimize customer journeys and workflows. Aggregate customer data across sources so that enterprises can visualize, analyze and optimize end-to-end customer journeys at scale. Control costs through flexible, scalable options. Verizon can better understand your needs to help optimize customer service. Everything your agents need to automate tasks, get insights from customer journeys and gain operational efficiencies. Deploy smarter, intent-driven, conversational self-service to help accelerate resolution. Digitally empower customers across self-service and agent-assisted engagements. Analyze and identify behavior patterns that guide routing and tasks for the outcome and agent performance. Get up and running in hours or weeks—not months—because of easy signup and activation. Being provisioned on a FedRAMP® Authorized environment provides confidence the platform meets government security directives for cloud-based solutions. The cloud partner you can trust,Verizon and Genesys combined experience designing, implementing and supporting contact center solutions,Customer experiences powered each year by Genesys,Minutes of IP inbound customer traffic delivered by Verizon in 2023,Genesys has recognized Verizon Business as their North America Service Provider of the Year for 2022. Help improve the overall customer experience of your contact centers. Read the AI and Machine Learning chapter of the 2022 ContactBabel UK Contact Center Decision Maker's Guide. Explore how Verizon and Genesys have partnered to enhance their CX solutions. Engage customers, empower agents and build personalized experiences that help set your business apart. Genesys Cloud CX® unifies customer and agent experiences across phone, email, chat, text and social channels to deliver secure, flexible exceptional customer service. Genesys Cloud CX uses contact center as a service (CCaaS) software to analyze customer behavior and help enable personalized customer experiences across phone, email, chat, text and social channels so you can better predict actions and shape customer experiences. Genesys Cloud is used to power smarter, intent-driven, conversational self-service that accelerates customer resolution. The platform also uses analytics to help improve customer journeys and create optimal contact center interactions. A cloud contact center helps get customers the answers that they are seeking faster, whether through self-service or through agent-assisted engagement. Cloud-based solutions help companies analyze and identify patterns in customer behavior that can guide them through the right channel and help them better resolve issues. Self-service options lead to greater efficiencies, which can help yield cost savings. This also leaves contact center agents free to help customers with more complex issues, which can help enhance their performance and lead to greater engagement. Through experience orchestration, Genesys Cloud CX helps you improve customer experiences, get greater efficiency, drive revenue growth and improve operational performance. Yes, the Genesys Cloud CX platform is authorized for FedRAMP at the moderate impact level. Being provisioned on a FedRAMP Authorized environment provides confidence the platform meets government security directives for cloud-based solutions. Call sales,Chat with us,Have us contact you,Already have an account?,These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent AllowedWe use technologies to collect and share information about your use of our site. By continuing, you agree to the use of these capabilities for a better experience and other purposes. Learn more in our .

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