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 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.

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.

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.

How does Unified Customer Experience work?

The contact center agents log into their desktop which is on the dedicated hosted secure cloud to immediately take charge of the daily customer care. Customers are routed to the right agent with the skills necessary to satisfy even the most challenging customers, delivering fast call resolution. Agents can be located virtually anywhere and have the full capability of all the Unified CX features. Supervisors' work days are made easier with visual dash boards, tools for scheduling and skilling agents and intuitive reports that help improve agent performance. Overall, Verizon brings the full capability of the Unified CX contact center right to the desktop, where supervisors easily review teams to better manage call center performance.

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.

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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. With customer expectations higher than ever, companies must be ready to predict customer needs and fulfill them from virtually anywhere. Organizations might think they are doing a good job, but many customers are frustrated by outdated systems and processes that don't match up to the best-in-class experiences. Learn why customer loyalty depends on a seamless journey, every time. 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?,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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IP Contact Center Solutions: Enhance Customer Experience

Enhance your customers' experience with a comprehensive inbound solution. IP Contact Center (IPCC) services include cloud hosting, Voice over IP (VoIP) inbound, interactive voice response (IVR), managed options and more. Inbound call options including local, domestic toll-free, local-to-global and international can be layered with advanced features to fit the needs of your business. IVR handles high call volumes with intelligent routing and self service. Inbound calls route based on customer inputs and network capabilities so that callers can reach the right resources the first time or transfer without making a new call. IPCC services include the capabilities that most contact centers need in a single usage rate. We can integrate network functionality with your on-premises platforms, with strong network metrics and an SLA to back them. Total call routing control is based on user-defined parameters, permitting high-speed links between a company's Customer Access Point (CAP) and the Verizon Data Access Point (DAP). Routing or blocking callers using automatic number identification (ANI) Delivery of caller-entered digits from IVR prompts Caller profile routing based on your systems knowledge of customer relationship management (CRM) Call routing using time of day and/or geographic areaMove functionality into the network while providing powerful and flexible routing options and tools to help manage your call center environment. Customers can connect to your contact centers around the world using toll-free or local numbers to provide the same call experience no matter where it originates. Give agents individual customer information to personalize call experiences. Reduce hold times by allowing callers to schedule a return call rather than wait. Get on-premises control of your toll-free routing within our network to automate traffic to balance loads and direct calls to other locations. Easily view your network configurations, make changes, order or activate new features, and extract near real-time traffic management reporting. IPCC services include advanced features, network management, monitoring and reporting in one usage rate. Originating calls from approximately 80 countries. Communicate with customers over several channels including email, voice, text or chat. Supports onsite or remote environments. Provide global IP network integration and intelligent call routing to the best available resource in multiple contact centers. Get service management, traffic monitoring and reporting for visibility into your solution. Our fully managed hosting service can help reduce your workload by running your IPCC for you. Retain new and existing phone numbers to maintain a local presence in branch locations with VoIP Inbound Local Origination (VILO). Our Digital Advisory Services offers an array of services to help you get the most from your digital interactions—from strategy to implementation. We tailor those offerings to your unique needs with on-demand access to network experts. There are many strategies to migrate your inbound traffic from a traditional call center. This can include a phased implementation to run alongside your current center or a new IP environment. Whether you have the inhouse experience to implement Session Initiation Protocol (SIP)-based trunking or need assistance planning and/or operationalizing, get started with our Digital Advisory Services. A proven contact-center solutions leader,minutes of inbound traffic a yearyears of experience managing customer networks,million retail consumers supported,Moving to an IP-based contact center helps handle high call volumes, streamline operations and meet customer expectations. CIOs need to embrace digital customer experience (CX)—otherwise, CIO will stand for "career is over.",A 2022 Frost & Sullivan survey shows how leveraging advanced contact center technologies improves competitiveness. Transform your customer experience (CX) by leveraging years of expertise and one of the world's largest IP networks. Automate interactions with your callers. Route incoming calls across our intelligent network. Optimize retention with cloud-based queue management. An IP contact center takes advantage of Internet Protocol (IP) communications, including routing of both voice and data communications to any agent who has access to an IP connection. Verizon offers a portfolio of interaction services that includes VoIP Inbound and IP IVR. Our network-based portfolio includes VoIP conversion for reliable termination to 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. IPCC improves efficiency by moving some of the contact center functionality into the network while providing you powerful and flexible routing options, as well as management capabilities that can assist with managing your call center environment. This can result in more personalized customer experiences, lower call handling times, reduced inbound traffic to call center agents, better management and control of traffic, and an improved agent experience. Our IPCC offerings include everything that most contact centers need in a single usage-based solution, so you can more easily forecast and manage costs. Verizon works with you to develop a solution that fits the needs of your business. Our IP Contact Center services help control your costs via a robust solution that covers everything most contact centers need. Network management, monitoring and reporting are all included in a single usage-based solution, so you can more easily forecast and manage costs. IPCC includes network management, monitoring and reporting that enables you to extract near real-time traffic management information so you can have your finger on the pulse of your callers. This informs call center operations decisions like preset call routing to specific destinations and scaling of resources to help meet demand, ultimately helping customers get the information they seek quickly and easily. Call sales,Chat with us,Have us contact you,Already have an account?

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Virtual Contact Center for Government

Achieve the personalized experience to both citizens and your workforce combined with the operational efficiency your agency demands. Welcome to Virtual Contact Center (VCC) for Government. In today's world, customer experience and enablement are key. Customers are used to doing things on their terms, based on their needs, history, and preferred channels of communication. With VCC for Government, contact center agents can easily deliver tailored experiences and individual solutions. Fluid, reliable, cross-channel connections are the new standard in communications. VCC for Government can automatically route citizens or government employees to the right agent or method of service across channels, smoothing potential obstacles that could hinder or derail the resolution of their needs. The federal government faces a unique set of security challenges, but Verizon has a long legacy of serving the government and protecting personal data and privacy. In fact, the rigorous security of VCC for Government earned it FedRAMP Authorized**, a universal standard for government cloud-based applications. Designed for Government Dedicated infrastructure is designed for US agencies and standardized FedRAMP security parameters. Data Protection FIPS 140-2-compliant, end-to-end data encryption as well as user role configurations helps personal and agency data stay protected. Reviews and Audits FedRAMP authorization means regular third party audits, continuous scanning for vulnerabilities, and monthly security reviews. **Verizon's Virtual Contact Center for Government is built on the NICE inContact FedRAMP Authorized CXone Customer Experience Platform. Armed with the right user data, reliable engagement tools, and performance feedback, call center agents can more effectively reach citizens or federal employees and respond to their dynamic needs, driving to greater productivity and user satisfaction. VCC for Government has the tools to improve efficiency by automating time-consuming processes, enabling working remotely, evenly distributing workloads to avoid agent burnout, and limit upfront costs and control operational expenditures. Seamlessly routes voice, email, chat, text/SMS, or extensible work items to qualified agents. Automated customer interactive solution that helps facilitate self-service and basic information freeing up agents to handle more complex requests requiring call or chat routing. Dynamic agent interface streamlines your contact center actions - handle multiple contacts from multiple channels, collaborate with team members and execute faster consults, conferences and transfers. Real-time dashboards monitor call center performance providing actionable data to better service customers and balance agent workloads. Virtual Contact Center for Government helps your agency mitigate risks and allows you to deploy agents quickly and securely on a FedRAMP Authorized platform. We understand that simply removing existing legacy systems that no longer meet your agency missions is a non-starter — it's expensive and time consuming. With Virtual Contact Center for Government, it's possible to use what you have and gracefully sunset systems with a service approach. Your agency can scale up and down to meet seasonal spikes or events that can drive contact to your centers. With a FedRAMP Authorized platform**, you have confidence it meets government security directives, and pay-as-you-go helps you control costs. VCC for Government is based on the NICE+inContact CXone cloud, which is FedRAMP Authorized at the Moderate impact level. Dedicated infrastructure for U.S. government customers or entities requiring the additional security benefits of a FedRAMP Authorized** platform. Continuous 24x7 scanning against a database of current global security vulnerabilities by Alert Logic. Configurations and user roles set on a per-app level; policies that follow users as they roam the network; customization, management and enforcement of usage features. Architecture based on FedRAMP security requirements; government-defined SLAs for resolving security events. IPS 140-2 compliant encryption used for all data traffic and data at rest provides end-to-end encryption. Regularly audited by an independent FedRAMP third party assessment organization; mobility reviews of security posture with sponsoring agency. We provide integrated solution support with the right expertise and consultative approach to customizing platforms to fit your agency's mission and requirements. Bottom line—we provide you with single accountability—one Verizon team with consultants, engineers, and support resources. Verizon provides you with a world-class platform from NICE+ inContact and surrounds it with traditional services the public sector has enjoyed. Verizon provides an end-to-end portfolio of professional services to help you create better experiences, drive measurable results, and mitigate security risks for your agency. Whether it's the beginning of your digital transformation campaign integrating voice and data, orchestrating emerging technologies like SDN, or utilizing SBC as a service, your CX journey starts with a fast, intelligent, and secure network. Focusing on better engagement and improved customer experience will continue to be a marketplace differentiator for your agency.

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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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Verizon Business introduces IoT on 5G Nationwide, new suite of Intelligence features

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Verizon Business helps unveil Truist Innovation & Technology Center

Verizon Business supports the launch of their Innovation & Technology Center and will serve as a founding partner for the Innovators in Residence program

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