contact center intelligence
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Contact Center & Customer Experience (CX) Solutions
Let customer experience define your brand. Customer engagement and customer experience (CX) can boost satisfaction, retention, renewals and wallet share. That's why contact centers integrate all customer touch points and innovations like speech recognition, artificial intelligence (AI), machine learning and data analytics to personalize service and create a seamless connection. To keep customer service efficient, effective and innovative, you need the flexibility of the cloud. Verizon cloud contact center solutions provide quick and reliable network connections that can help you scale quickly while controlling costs. Engage customers, empower agents and build personalized experiences that help set your business apart.. Connect with your customers with empathy and deliver amazing experiences. To personalize experiences and proactively guide callers to the best channel on first contact, you need technologies that can dynamically integrate information from different sources—and a network that can support those technologies. Access all the usage-based features and tools you need to make near real-time changes quickly and efficiently. Deliver the intelligent routing and call treatment required by today's contact centers. AI and next-generation customer engagement technologies can play a key role in improving CX, fostering brand loyalty, and saving you time and effort. Use these tools to help you provide personalized, instant and consistent interactions. Take advantage of a conversational, digital self-assistant for your customers to connect with 24/7/365. Deliver up-to-date, accurate answers and guidance with an AI-driven knowledge base. Shifts in technology require contact center strategies that meet customer expectations and move at the speed of change. Verizon offers end-to-end CX consulting services to help you create better experiences, drive results and mitigate security risks. Proactively monitor and manage your contact center infrastructure. Achieve your desired business outcomes with help creating personas, customer journeys and use cases. Protect your customer information, intellectual property and reputation throughout all your voice communications. Screen and block incoming calls, so you only get the calls you want. Voice Cypher is a simple, hardware-free solution that protects your employees' wireless voice and messaging communications through a single encryption app. Already know what you're looking for?,In this report, we explore how companies are using emerging technologies to improve customer loyalty as well as the challenges faced in ensuring impact. This Frost & Sullivan report helps demonstrate how to bring a competitive edge to your contact center with the advanced data, tools and systems that your employees need to best perform their roles–regardless of location. See new research from Longitude about striking the right balance between human interaction and AI for customer experiences. By deploying virtual hold technology or a queue management system, businesses can keep customers happy—and keep their business. With customer expectations higher than ever, companies must be ready to predict customer needs and fulfill them from virtually anywhere. Research conducted by Longitude on behalf of Verizon, finds that consumer trust in brands' data-sharing practices is tenuous and that this distrust extends to new technologies. Six thousand consumers in 15 countries were surveyed about their digital interactions with brands, including how they feel about sharing their data. Manage your Verizon services, streamline processes and control critical business functions from your desktop, tablet or smartphone. Listen to our hosts from Verizon and Frost & Sullivan examine recent advances in workforce engagement solutions, consider what it takes to successfully lead a hybrid work environment and provide specific ways to improve customer experiences in the new work reality. We've been providing critical infrastructure and solutions to tie businesses to their customers for more than 25 years. Our contact center operations support more than 100 million retail consumers, giving us deep insights to deliver game-changing customer experience. Explore how consumers feel about sharing their data to get personalized experiences in return. Cloud-based solutions help this toymaker meet a 300% increase in holiday demand. Virtual Contact Center helped this company keep up with a 200% boost in business,Explore research from Verizon and Longitude on the ways transparency helps nurture customer trust. Get CX tips and trends in your inbox. 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 .
Learn more4 Contact Center Challenges and How Technology Can Solve Them Business
4 contact center challenges and how technology can help solve them,Author: Satta Sarmah Hightower,Talking to a contact center agent may be the only communication a consumer has with your brand, and the stakes can be high for every interaction. Putting that into perspective, a Qualtrics survey found that 43% of respondents were at least somewhat likely to switch brands after only a . This is why it is critical to consider and address common contact center challenges to make sure your agents are set up for success. Here's an overview of four common contact and call center problems and solutions involving technology that can help companies better serve customers. Four contact center challenges,According to Zendesk's CX Trends Report, 70% of organizations see a . As a critical provider of your customer service, addressing these four contact center operational challenges can help to ensure that customer expectations are met and that your business performance is not adversely impacted. 1. Legacy technology,Outdated systems often prevent contact centers from running effectively. A survey by Call Centre Helper magazine found that nearly one-fifth of respondents said was the biggest barrier to making the customer experience easier. Some legacy technologies could prevent contact centers from implementing new solutions—such as , , , artificial intelligence (AI) and advanced (IVR) systems—that could enable them to deliver around-the-clock support. The U.S. Chamber of Commerce identified as a pandemic-era trend that is here to stay. According to Zendesk, three-quarters of customers when contacting a company. This is another area where antiquated technology can add to your contact center operational challenges. With automation, agents are better equipped to resolve a customer's issue faster—whether it's quickly routing their call to the right agent or gathering information in real-time to help agents deliver more personalized service. Modernizing technology and onboarding cloud-based, AI-driven solutions can help you move your contact center away from legacy systems, boost agent productivity and enhance customer service. 2. High turnover rates,According to the 2022 NICE Workforce Engagement Management (WEM) Global Survey Report on contact center attrition, contact center managers and employees found that the in 2021 was 42%. That number rose to 50% for companies with over 5,000 agents. The survey noted several factors that could help address these turnover rates:,Many of these issues are longstanding contact and call center problems and solutions for some of them will likely require more than just technology. However, there are ways technology can help organizations mitigate high attrition rates. can provide many of the features agents desire. Here are a few examples:,3. Operational and technology silos,Silos are one of the most persistent call center challenges. Research from Salesforce suggests that 76% of customers , yet a majority (54%) feel this expectation isn't being met. An omnichannel cloud contact center platform brings all support channels together in one place. Agents can easily transition between voice, text and digital interactions and better serve customers on the channel that works best for them. Live agent tools can pass along crucial contextual information when conversations are escalated from agent to agent (either virtual or human), meaning customers aren't required to recap the entire conversation. Virtual platforms also benefit from that consolidates and streamlines the sharing of information—which not only reduces silos but can reduce training times and improve agent efficiency, too. 4. Data complexity and inefficiencies,Every customer interaction is a valuable data point which contact centers can use to gain insight into the performance of their products and services and better understand how they are either exceeding or falling short of customers' expectations. Tools, such as , and can all help in this regard. Yet, maximizing the benefits of this data is one of the biggest contact center challenges today. In a Verizon survey of U.S. business and IT executives, a majority (54%) said positioning the company for was among the most challenging customer experience-related areas to improve. An AI-powered cloud contact center platform can provide a central location to consolidate, draw insights from and take action on this data. This could include:,A partner to help with contact and call center problems and solutions,Call centers play an important role in driving an enhanced customer experience, but legacy technologies, high turnover rates, persistent silos and data complexity can prevent them from performing effectively and efficiently. Collaborating with an experienced, proven technology provider can help to improve your ability to give customers what they need, and can help you create better experiences, drive results and mitigate security risks. Technology modernization, particularly a cloud-based contact center, will help address many of these contact and call center problems. Learn more about how you can easily ramp up to provide you the flexibility and innovation to deliver world-class personalized experiences at a global scale. Choose your country to view contact details. Manage your account or get tools and information. 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
Learn moreUniversity Call Centers Are Becoming Contact Centers to Improve Education Business
University call centers are becoming contact centers to improve learning experiences,Author: Heidi Vella,University call centers are important information hubs for both students and parents. Call center workers provide highly specialized guidance, learning materials and resources to thousands of individuals across the institution every day. What's more, they are often the first point of contact for prospective students and, therefore, need to be easily accessible, efficient and welcoming. If not, the university risks losing applicants. Amid the disruption of the pandemic, university call centers became especially important as epicenters of information for students when learning halted and shifted online. As education remains forever changed by this time in history, the job of a university call center has become more demanding and complex. New solutions are needed. This is why many university call centers are now transitioning into contact centers. Contact centers harness technology to better handle and process the large volume and diverse range of queries a university deals with on a regular basis while also improving the student experience by offering an omnichannel approach to information sharing. Meeting students expectations,Today's students are tech natives. They expect to find answers quickly and through a variety of online mediums. University call centers are designed for this and allow students to access information not only by phone but also in other ways that are most convenient for them: video, email, social media, chat boxes or artificial intelligence (AI) powered chat bots. But this is changing. More university call centers are transitioning to contact centers to meet their growing needs. This upgrade allows universities to use a host of tools to better manage their current and prospective students' needs and queries as they come flooding in at the beginning of a semester. Tools for contact centers,One of the key contact center technologies is artificial intelligence. AI can tap into from university call centers to derive insights on how to make contact centers more efficient and effective. This includes speech analytics to identify pain points and queries that could be more quickly managed by other technologies, such as automation or chat bots. Eventually, this data can be centralized into a unified platform that integrates and analyzes information from multiple sources in a single location to manage a university's changing needs. AI can also help to create an effective queue management system by automating mundane processes and directing or rerouting callers to where their query can be answered the quickest. Additionally, simple solutions, such as call back functions, can mitigate the need for callers to wait on hold for a long time, automatically calling them back instead. Where appropriate—such as for queries that aren't time-critical—students can be directed to get in touch via SMS, email or web chat and receive fast automated replies. For example, a chatbot can provide a correct contact number for health services or direct students to the correct online information, forms or resources, or even schedule appointments. Once on file, they can be contacted automatically with updates via these channels. Along with these technologies, universities should look to train staff to use all the tools at their fingertips efficiently—especially since they may be fairly new to them. This can also help them become more aware of how data can inform their everyday work. Technology, data and highly skilled operatives can make for a powerful customer service experience. Excellent customer service and effective information sharing provides a competitive advantage in terms of winning over prospective students and improving current students' education outcomes. It enables students to spend less time stressing about administrative matters—financial tasks, logistics, etc.—and more time studying. Similarly, passing on educational resources quickly and efficiently will enhance their studying experience, so they can thrive in the university environment. Discover how the Verizon can help your university create tailored student experiences. Choose your country to view contact details. Manage your account or get tools and information. 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 "contact center intelligence"
Verizon Business to debut Contact Center Hub
New Cloud Contact Center Service for Small and Medium Businesses
Fujifilm Group deploys Verizon Business Group’s Advanced Security Operations Center
Verizon Business is supporting Japan’s FUJIFILM Holdings and its subsidiaries strengthen its global cybersecurity monitoring and cyber intelligence capabilities.
Verizon Business introduces IoT on 5G Nationwide, new suite of Intelligence features
Verizon Business today announced a potent combination of customer-facing network, hardware and intelligence offerings for Internet of Things (IoT) applications across industries