contact center phone systems
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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 Allowed
Learn moreHow VoIP Customer Service Can Help Contact Centers Business
We've got some great deals going on right now exclusively for our online customers... chat now to hear more! How a VoIP customer service phone system can help empower contact centers,Author: Nick Reese,In a competitive business world where the barriers to entry can be low, customer loyalty is critical. Staying competitive requires building and delivering positive customer experiences that enable communication, collaboration, and trust. A VoIP customer service phone system can help by making it easier for customers to get the answers they need, while also improving call quality and overall cost management. What is VoIP?,VoIP (Voice over Internet Protocol) is an internet-based phone service that connects calls through the internet as opposed to traditional phone lines or cellular connections. Businesses often turn to VoIP because it allows them to leverage their existing internet connection instead of relying on dedicated telephone lines, which helps them avoid having to pay for expensive equipment, monthly phone bills and ongoing maintenance. VoIP also allows businesses to leverage new capabilities to unlock more value out of their phone system. For a VoIP contact center, this can help provide the connectivity and features required to deliver a customer experience that keeps people coming back. What are the benefits of a VoIP customer service approach?,According to a , a majority of companies report a net improvement in key customer loyalty indicators after adopting emerging technologies. A VoIP contact center leverages the internet's scalability and flexibility, and provides a number of benefits, including:,More responsiveness,A VoIP customer service approach lets customers call one number that can then be routed anywhere across your organization. You can also easily incorporate features like call tracking and interactive voice response (IVR), which helps you better manage high inbound call volumes, route customers to the right agents, and help people self-serve simple requests like account balance requests. Improved quality,Using VoIP lets you optimize sound quality using features like echo cancellation and noise suppression. This ensures that a busy agent can hear even while surrounded by other agents hard at work and your customers can understand what the agent is saying. Increased flexibility,A VoIP contact center lets you add more agents without adding more equipment. Because you can use the same phone number anywhere without having to install hardware, you can also move the number from one office to another as you grow. You can even use the same number across multiple locations. Reduced costs,While you're focused on improving your customer experience, saving money never hurts. A VoIP customer service approach doesn't require complex hardware or phone lines, saving you money on installing and maintaining equipment. Increased collaboration,Using VoIP for customer service also makes it easier for team members to collaborate using features like conference calling, so they can better work together to solve customer issues. And with features like call recording and advanced analytics on caller data, supervisors can monitor contact center and agent performance to make informed decisions about their customer service operations in real time. Is VoIP the right solution for your contact center?,When exploring VoIP contact center solutions, it's important to also consider other options like (UCaaS). While both are delivered via software through the internet, there are important differences that may make one approach or the other the right choice for your specific needs. VoIP vs. UCaaS,UCaaS delivers multiple communication channels such as voice, text messaging, chat, video meetings, and screen sharing. VoIP is focused on delivering inbound and outbound calls. Depending on contact center communications goals and the broader needs of your business, it might make more sense to leverage a UCaaS solution. However, UCaaS solutions tend to be more expensive than VoIP solutions, so if you only need inbound and outbound calling then an approach leveraging UCaaS may find you paying for features you're not using. If you choose VoIP, make sure you partner with a VoIP partner that can deliver reliability, coverage, effortless scalability, and competitive features that help you deliver better customer experiences. Verizon can help you quickly incorporate VoIP solutions into your call center operations so you can start or continue your journey toward transforming your operations into a . Learn more about from Verizon. If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. . * Indicates a required field. We will follow up from your contact request using the information provided. 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 moreIP 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?,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 morePress related to "contact center phone systems"
Verizon Business to debut Contact Center Hub
New Cloud Contact Center Service for Small and Medium Businesses
Questions related to "contact center phone systems"
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