What is DX Advisory Services?

DX is a suite of consulting services engagements focused on helping customers improve their constituents' experiences and transforming the customer's enterprise. The engagements utilize a business outcome approach, are individually packaged and delivered by experienced customers experience (CX) consultants based on wherever a customer may be on the Digital Maturity Continuum. DX Advisory Services delivers complete lifecycle services from initial discovery, strategy and assessments through solutions design, integration and implementation.

How does DX Advisory Services work?

A customer selects from a pre-packaged suite of services, the particular DX Advisory Services offering that meets his business objectives. A Verizon DX Advisory consultant will then meet with the customer team to conduct an initial Assessment Workshop. Based on the results of the Workshop the customer selects one area to focus on. We will provide a next steps document, which may include key discussion topics and feedback, prescriptive insights, strategy, roadmap, and recommended next steps. Whether you're looking to drive better customer engagement, make your operation more efficient or transform the business landscape, Verizon can help.

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 VoIP Inbound Anti-Fraud and Authentication?

Verizon has teamed with Pindrop to leverage our Media Forking to provide a passive and secure multi-factor call center authentication and anti-fraud service to Verizon IPCC customers. There are 3 service options offered under VoIP Inbound Anti-Fraud and Authentication: Pindrop Protect - Anti-Fraud provides a risk score and call intelligence to the call center in the first few seconds of each call. This score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center. Pindrop Passport - Authentication technology is based on a set of attributes and risk criteria extracted from a call. Scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers. Pindrop Panorama - Anti-Fraud and Authentication combines both services into a single anti-fraud and authentication economical offer.

How does Network Based IVR work?

Inbound calls are routed using a combination of callers' menu choices, originating automatic number identification (ANI), time of day, database look-ups, caller-entered digits, and/or destination labels provided by customer systems. Network Based IVR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. We can combine services and features to make sophisticated and unique business solutions.

What is IP Contact Center (IPCC)?

A portfolio of interaction services that includes VoIP Inbound and IP Interactive Voice Response (IVR). Our network-based portfolio includes VoIP conversion for reliable termination to Session Initiation Protocol (SIP) devices. With IPCC, you gain the benefits of automatic technology upgrades, a fully managed hosted service and secure connectivity on one of the world's largest IP backbones.

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 Software and Subscription Services?

Software and Subscription Services can be a single source for the best technologies your organization needs. As you continue to expand your edge solutions, anything as a service (XaaS), software-defined networking (SDN) and cloud applications, we're here to support you with the numerous technology offerings made available for sale through Software and Subscription Services.

cloud based customer service

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Webex: Enterprise Cloud Based Contact Center

Connect with your customers using a next-generation cloud-based contact center built for the future of customer experience. Webex Contact Center is a next-gen, enterprise-grade, cloud-based contact center solution with omnichannel contact options. Webex Contact Center is a software-as-a-service (SaaS) cloud contact center solution that transforms a customer's contact center experience with cross-channel support and robust self-service, all seamlessly delivered over Verizon's reliable network. As a cloud-based solution, Webex Contact Center brings the innovation, scalability and agility of the cloud to your business without sacrificing security, enabling rapid time to market while minimizing upfront capital investments. Easily integrate contact-center operations into several industry-leading customer relationship management (CRM) systems, including Salesforce, Zendesk, Microsoft Dynamics and others. Webex Contact Center easily integrates with the Webex suite of products—Webex Calling, Messaging and Meetings—which can be managed as a unified administrative experience via Webex Control Hub. Users can simplify login and password management with a single sign-on to access all applications and services. Get greater control over every customer interaction from a centralized point. Track which agents, teams, sites and partners are available at any given time and send each interaction to agents with the best skills for resolving an issue. Enable agents to engage peers inside and outside your contact center to help improve your customers' experiences and optimize outcomes from every interaction. Support diverse customer channels (calls, text, chat, email, and social media) while also providing customers with options for fast and easy self-service, 24/7. An AI-powered, experience-focused desktop, including customer journey information and analytics, supports first-call resolution, greater overall agent satisfaction and improved retention. Scale and add features efficiently. User tools, such as a drag-and-drop flow control builder, empower greater flexibility and management without burdening IT resources. Integrate your cloud-based contact center solution with leading CRM applications such as Salesforce to help reduce contact switching. Analyze and manage your contact center with web-based tools that optimize operational efficiency. Manage agent performance with features such as call monitoring, coaching and barge-in. Unify your business communications and services by integrating Webex collaboration and contact center tools so that agents can reach experts in the organization to help customers. Intelligently distribute calls across teams and agents, including remote agents at multiple sites. Build customer contact flows using a simple drag-and-drop interface. Maintain consistency across teams with automatic call distribution (ACD) features that work the same for all agents, local or remote, regardless of their phone endpoints. Enable your customers to keep their positions in the queue and receive a callback when the agent is available. Take advantage of both touch-tone and speech-enabled interactive voice response (IVR) for inbound and outbound calls and callbacks. Give customers intuitive, online self-service, 24/7, using a chatbot for simple inquiries. IVR can provide a natural self-service experience for voice-over-the-phone inquiries. Your contact center solution leader,years of partnership with Cisco,years of contact center experience,minutes of IP Contact Center traffic yearly,The ability to quickly resolve customers' issues is critical to maintaining their loyalty—and the cloud can help. With Webex Contact Center from Verizon, you can delight your customers, inspire your team and offer personalization on every channel, nearly anywhere, anytime. Cloud contact center technology offers a set of cloud-based resources that empowers staff to turn their home offices into a virtual call center. Webex Contact Center digital-first tools connect customers to the right agents, transforming the customer experience. 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. A cloud contact center is designed and built as a SaaS cloud solution, bringing the innovation, flexibility, scalability and agility of the cloud to your business without sacrificing security. As a cloud-based solution, Webex Contact Center enables speed to market and new bot-driven revenue opportunities while minimizing upfront capital investments. With Webex Contact Center, your customers can reach your business using their preferred channel of communication. For your agents, an AI-powered desktop provides full visibility into the customer journey and a complete customer history—including previous feedback—to help personalize customer conversations. Webex Contact Center is an ideal choice for:,Once you've decided that moving to a cloud contact center is the right strategic move for your business, you'll need a migration plan and a partner that can help you design and deploy your solution, prioritizing the customer experience at every step. Verizon has more than 30 years of contact center experience. We're also a Cisco Gold Certified partner and Cisco Authorized Technology Provider for Unified Contact Centers. Let us help you design a customized, next-generation cloud contact center solution with Webex Contact Center. Designed and built as a SaaS solution, Webex Contact Center can bring the security, innovation and agility of the cloud to your business without sacrificing scalability. 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 Allowed

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Customer Service and Experience Continuity

Support customers,The resiliency of your customer support is important. Your brand is defined by how you service your customers and community during unplanned events. Verizon Business Continuity solutions help you to provide exceptional support and care with dynamic features that can scale to mitigate,Stay connected with customers,As your business needs change and unforeseen challenges arise, Verizon can help you continually provide the exceptional support your customers depend on. From contact center solutions to customer self-service solutions, we can help you remain connected so you,Amplify your online presence. With unpredictable circumstances, it's critical to keep your customers in the know. Yahoo Localworks makes it easy to manage and update your hours of operation, promotions and special services you offer, like curbside pickup or delivery and publish the information to 70+ local directories. Empower contact center operations,Locally and around the world, our scalable contact center solutions can augment your business's ability to handle increased call volume during times of,Your business needs to equip its agents with the tech-forward tools to streamline their interactions with your customers. IPCC Network Manager allows you to make quick changes to calling plans in near real-time and provides up to the minute traffic management reporting so you can have your finger on the pulse of operations. As operational and consumer demand reshapes how businesses interact, Virtual Contact Center is a reliable and scalable solution that allows your agents to work from virtually anywhere, with the contact center capabilities they need. Activate customer self-service,With our automated solutions, you can deploy self-service capabilities that help you to more quickly scale operations during critical times, increase,Automated secure voice authentication can enhance Interactive Voice Response (IVR) self-service options and free up valuable contact center agent times for other customer support tasks. With increased call volume, automation is paramount to the continuity of your operations. With IVR, enable self-service so you can better serve,During uncertain times, call volumes may unexpectedly spike. This can lead to lengthy hold times for customers when trying to reach an agent–and being on hold is frustrating. That's why Voice Call Back allows callers to hold their place in line and receive a call back as agents become available-helping improve customer satisfaction and freeing up network resources. Public Sector,Federal GovernmentWhether responding to the current public health crisis or helping individuals and small businesses weather financial challenges, federal agencies are focused on being able to help citizens return their families and communities to normalcy. Our scalable, cloud-based public outreach solutions tools like VCC, IP Toll Free and IP Interactive Voice Response (IP IVR), can help you maintain operational continuity while augmenting your ability to handle increased call volume during times of change. Public SafetyIn situations communication is key for public health and safety, tools like VCC, IP Toll Free and IP Interactive Voice Response (IP IVR) can provide a remote, comprehensive and effective means of messaging and real time information access for employees and the general public. State & Local GovernmentContinuity of services and dissemination of information to your state and local communities is especially important during times of crisis, like now. From contact center solutions to customer self-service solutions, we can help employees continue working. EducationEmpower your faculty and staff to support parents and students with solutions like IP Toll Free, which allows them to reach you at no cost to them, and IP Interactive Voice Response (IP IVR), can augment your ability to handle increased call volume during times of change. When working onsite isn't feasible but students still need access to resources, these solutions can help create the virtual connection between parents and students and their school. Resources,Read our thoughts and strategies to support your business operations as the situation evolves. Read FAQs and information to keep your business connected. Here are five strategies to consider when determining your approach to business continuity. Our Mobile Security Index provides a detailed look at mobile threats and what you can do to improve your security. Discover new ways to optimize the customer experience. If you are already a Verizon customer, we have several options to help you get the support you need. Choose your country to view contact details. Existing customers, to your business account or . 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 Allowed

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5G Edge Cloud Service Providers Business

Verizon partners with the industry-leading providers in compute and storage services to deliver best-in-class mobile edge computing (MEC) solutions with enhanced security, low latency and near real-time capabilities. Plus, we help design, deploy and manage your solutions. 5G Edge brings the power of Verizon 5G networks and industry-leading cloud providers closer to your data sources—enabling the creation of next-generation applications. Verizon AWS Outposts (private MEC) and AWS Wavelength (public MEC) let you take advantage of compute and storage services at the edge of the Verizon 5G network, to help improve latency and enable real-time applications—such as intelligent logistics, AR and massive IoT deployments. Migrate applications and process data locally with Google Distributed Cloud Edge (GDC Edge), a private MEC solution. A Verizon Private Wireless Network and GDC Edge enable the bandwidth and low latency to support real-time applications, such as autonomous mobile robots, intelligent logistics and factory automation. Learn how cloud computing at the edge of public LTE and 5G cellular networks can deliver ultra-low latency to help enable real-time enterprise. See how mobile edge computing coupled with a private 5G wireless network can support your most critical and latency-sensitive applications. See how different industries are using 5G Edge to breathe life into their most groundbreaking ideas for transformation. Existing customers, to your business account or . 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 Allowed

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Press related to "cloud based customer service"

Verizon Business and RingCentral deliver cloud-based enterprise solutions

Verizon Business announced a strategic partnership with RingCentral, Inc., to bring cloud-based enterprise communication solutions

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Verizon Business offers managed Kubernetes service for edge and multi-cloud deployment

Enterprises can now manage containerized applications across hundreds or thousands of sites through the VNS Application Edge platform.

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Verizon Business launches IoT Managed Services so customers can focus on growth

Verizon Business, launched IoT Managed Services

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Questions related to "cloud based customer service"

Case Studies related to "cloud based customer service"

Remote Internet Access Solutions Case Study Business

Read customer success stories on remote internet solutions from Verizon. Discover how Verizon has helped facilitate projects using remote internet access.

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How HappyOrNot's IoT Solutions Boost Customer Satisfaction Business

Learn how HappyOrNot leveraged Verizon's Cat-M1 IoT solutions to deploy its innovative customer feedback service in the U.S.

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CES Technologies: Temporary Internet Services For Events Business

Learn how Verizon and CES Technologies improve network connectivity at large events such as concerts, sporting events, fashion shows, corporate conferences and more.

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