customer experience methodology

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.

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.

Live Agent is a digital customer experience solution that helps your agents deliver personalized assistance at critical moments using a single interface across your web and app infrastructure to route communications. Paired with Verizon Virtual Agent, it provides a one-click connection to human agents via chat, voice or video.

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.

The caller dials a "local number" which goes through the public switched telephone network and is captured in the Verizon network and receives the call treatment the customer has selected for their application (just like other inbound calling types; i.e., U.S. toll free and International Toll Free. Local Origination is available for TDM-originated (PSTN) and IP-originated (VoIP) calls so U.S. calling can receive the same calling experience.

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.

Our CX designers use multiple voice of the customer listening posts to understand the "moments that matter" for your customers. They document the customer journey and help you build the roadmap necessary to close the gaps between their expectations and your delivery. We help you establish customer listening, governance, and measurement practices that form the foundation of a customer-centric culture, driving long term value for your customers and for your business.

Our Business Communications Design Services deliver both business and technical guidance to help you identify where you want to go and the best way to get there. Through the design and implementation of world-class communication solutions, we help give your organization a competitive edge. Our deep bench of consultants has the expertise and experience to build solutions that serve both today and tomorrow's workforce.