customer service in call center
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Contact Center Technical Services: Call Center Solutions
Get trusted advice for all your contact center needs. We offer full life-cycle capabilities to help transform business to improve your customer experiences. As Trusted Advisors, our experienced Contact Center consultants provide overall guidance around strategy, planning, high-level design, roadmap, impact analysis and recommendations for successfully running and maintaining an agile and robust contact center. Our consultants conduct independent assessments and health checks of contact centers to proactively identify issues and risk areas that may have an impact on business, provide a comprehensive set of recommendations to improve overall performance. 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:,Features & benefits,professional services consultants across the globe,years of contact center experience Design for the customer, not the limits of technology. Get end-to-end customer premises equipment (CPE) support. Consider digital transformation as a foundation for a better customer experience. Keep your call center protected and productive. Use a fully outsourced operational support model to manage contact center applications. Choose your country to view contact details. Existing customers, to your business account or . If you are already a Verizon customer, we have several options to help you get the support you need. 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 moreCWMA Wireline - Call Center Services
Verizon has invested in an ITIL based Program Management Office (PMO) dedicated to support all ITT72 Eligible Entities, as well as, providing enhanced support for our critical Public Safety Customers. View key information about the Commonwealth of Massachusetts ITT72 Contract No. 555593 along with specific reference materials and documents. Hosted Intelligent Contact Routing (ICR) is a comprehensive, managed, network-routing solution that intelligently routes multimedia transactions, such as voice, e-mail, chat, and web collaboration for contact centers. Hosted Intelligent Contact Routing gives customers with multiple contact centers the power to operate as one virtual enterprise. Deployed in a network-class environment and accompanied by a suite of optional managed services, Hosted ICR is based on software from market leader Genesys Telecommunications Laboratories. Our Hosted ICR service provides contact-by-contact intelligent 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 user-defined business rules, caller characteristics, data requested and provided by the caller, and data retrieved from contact center host computers (HostConnect) - all within our network. Verizon IP Contact Center Business Solutions Consultants are certified and highly experienced in the operation of network-based contact routing hardware and software and understand the network routing aspects needed for each customer's business. Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Hosted Interactive Voice Response - Enhanced Call Routing (ECR) is a network-based Interactive Voice Response (IVR) service that provides automated-attendant treatment and routing for inbound calls using a combination of callers' menu choices, originating automatic number identification (ANI), time of day, database look-ups, caller-entered digits, and/or destination labels provided by customer systems. ECR enables callers to reach the right resource the first time, or to be transferred without having to make a new call. ECR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. An endless variety of feature combinations is available to make sophisticated, unique, business solutions. You can also create and manage your own toll-free/IVR call plans using Integrated Call Tree (ICT). ECR eliminates the need for customers to invest in new hardware, software, and services personnel because Verizon hosts, services, and upgrades this Contact Center Solution. ECR utilizes our next generation service nodes (NGSN), and is fully integrated with the Verizon network, allowing customers to maximize their Customer Relationship Management (CRM) applications. In addition, ECR customers can take advantage of SAFE - an encryption technology that Verizon has implemented which provides added security to the transmission of customer private data. This is specifically valuable to enterprises who include sensitive personal information (SPI) in their ECR applications. When they do include SPI and have data passing from our network to the premises, SAFE can help secure that data. Refer toPlease contact your account manager or for more information. Speech Services is a suite of network-based services utilizing automatic speech recognition (ASR) and related technologies to enable callers to conduct self-service inquiries and transactions via the telephone. Speech Services is targeted primarily toward enterprise and government contact centers. By offering callers the option to use automated speech, your customers can serve callers more efficiently, reduce queues (resulting in shorter hold times and fewer abandoned calls), improve the overall caller experience, and reduce expenses. Since speech technology is rapidly evolving, Verizon has deployed speech engines from the industry's leading vendor, Nuance, to offer the most accurate speech recognition and most natural sounding text-to-speech. Verizon hosts the speech applications on a reliable, redundant, scalable platform that is housed in multiple secure data centers on our network. Our platform is engineered to deliver a robust feature set, supporting applications that allow your customers to get the most out of today's and tomorrow's speech capabilities. Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Intelligent Contact Routing Integration, or ICRI, allows customers to put their Genesys or Cisco intelligent routing in the best place - in the network and integrated with ECR. It allows a customer to utilize the full robustness and complexity of their Intelligent Call Routing solution by coupling it with the power of ECR, interacting together to make smarter routing decisions to allow a customer better handling of their clients' needs. ICR Integration features include:,Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Gateway is a Contact Center Services Solution that provides both switched and dedicated toll-free services, allowing customers total routing control based on user-defined parameters. Gateway permits high-speed links between a company's Customer Access Point (CAP) and the Verizon Data Access Point (DAP)-allowing customers on-premises control of their toll-free routing within our network. This can be used shorten call handling times, automate traffic, and direct calls to other locations. Gateway also allows a customer that has traditionally relied on a single carrier to begin porting percentages of its traffic to Verizon. Customers do not have to provision and support newly ported traffic, and they do not have to use a different set of network management equipment. Depending on the customer access point (CAP) provider's software abilities, Gateway can route calls in some of the following ways:,Refer toPlease contact your account manager or for more information. Verizon IP Interactive Voice Response (IVR) is a component of the IP Contact Center (IPCC) portfolio of internetworking services, which tightly couples signaling and functionality from the Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. IP IVR is a network-based IVR service that provides automated attendant treatment and routing for inbound calls using a combination of callers' menu choices, originating automatic number identification (ANI), time of day, database look-ups, caller-entered digits, and/or destination labels provided by customer systems. IP IVR enables callers to reach the right resource the first time or to be transferred without having to make a new call. IP IVR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. An endless variety of feature combinations is available to make sophisticated, unique, business solutions. IP IVR provides customizable treatment, routing, and transfers for VoIP Inbound Toll Free and Local Origination calls that allow seamless internetworking between customer IP and TDM contact centers with the Verizon SS7 (PSTN) and IP networks. The key benefits are:,Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Virtual Contact Center is a network based multimedia contact center offering. Fully managed within application hosting facilities, Virtual Contact Center provides companies with a comprehensive library of customer support capabilities without requiring a costly investment in software, hardware, and support personnel. With Virtual Contact Center, your customers can offer better customer service through a variety of multimedia contact options and customer prioritization and intelligent contact routing tools. Virtual Contact Center provides a comprehensive set of contact center capabilities. From hiring staff, training agents, staffing your contact center, and handling interactions - Virtual Contact Center provides your contact center with the tools required to provide an exceptional customer experience. Because Virtual Contact Center is a complete in-network solution, a company's customer service agents only require a PC, Internet Connection, and a telephone to get started. Backed by strict Service Level Agreements your customers can have confidence in their contact center technology regardless of the geographical or physical locations of their agents. Key points of Virtual Contact Center Include:,Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Verizon VoIP Inbound is a component of the IP Contact Center (IPCC) portfolio of internetworking services, which tightly couples signaling and functionality from the Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. The IPCC services are network-based and include IP Interactive Voice Response (IVR) in addition to VoIP Inbound. VoIP Inbound is standards-compliant and provides single-call service that allows PSTN-originated Toll Free calls to seamlessly terminate and transfer to a SIP or TDM endpoints, without call re-originations that tie up CPE port capacity. VoIP Inbound includes advanced toll free features -including automatic ISDN User Part and SIP Error overflow for reliable termination to SIP or TDM devices anywhere; and, when combined with IP IVR, supports customer-driven pre/post call routing and/or call treatment and queuing for customers using Cisco ICM or Genesys Customer Interaction Management. As an extension of the Advanced Toll Free network, VoIP Inbound provides seamless service for hybrid (TDM and IP) terminations and transfers which makes it possible for customers to migrate their contact centers to IP at their own pace, without disrupting contact center operations or service levels. The customer continues to dial an 8XX number (TDM) and VoIP Inbound converts the Toll Free call into Voice over Internet Protocol, and delivers it to the contact center(s) over standard access methods such as Internet Dedicated Access, Private IP, or ISDN. If necessary, the call may be converted back to TDM for delivery to a TDM end point, in which case it will be priced and billed as a traditional Advanced Toll Free call. Refer to for additional details along with rates and charges. Please contact your account manager or for more information. Send us an email: .
Learn morePress related to "customer service in call center"
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