Customer engagement tools

Social Engagement helps you connect with your customers through social media. We'll provide you with detailed insights on the emotions, needs and products your customers relate to. You'll learn what people are saying about your brand and where, so you can mitigate social media crises and inform your advertising strategy.

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.

Social Engagement, delivered via software as a service, uses natural language processing and trend analysis to highlight relevant public social media posts that are important to your brand. Manage engagement and respond to comments with a mobile app. Track ad performance against engagement metrics via an interactive dashboard.

Verizon Unified Customer Experience (CX), built on Cisco's Hosted Collaboration Solution (HCS) provides organizations with a hosted cloud omnichannel contact center platform that helps them focus on enhancing customer experiences. It also helps improve agent productivity and enables them to seamlessly interact with customers via voice, email, chat, social and mobile.

Verizon's CX Design (CXD) help you to achieve your desired business outcomes by working "outside-in" – starting with your customers' need to create personas, map customer journey and develop use cases. We partner with you in documenting your strategy to design an effective, effortless journey that earns your customers' loyalty and makes them advocates for your business. Our design team stays engaged through the execution of the defined strategy to bring your vision to life and provide a foundation that enables successful customer engagement.

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.

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.

This Business & Enterprise Messaging app empowers you to conveniently and securely communicate while on the go. Easily connect applications to our Short Message Service (SMS) and Multimedia Messaging Service (MMS) network and quickly reach employees and customers, regardless of what device they are using.