What is Hosted Intelligent Contact Routing?

Hosted Intelligent Contact Routing (ICR) is a comprehensive, managed, network-based solution that intelligently routes multimedia transactions, such as voice, e-mail, chat, and web collaboration for contact centers. Hosted ICR gives entities with multiple contact centers the power to operate as one single virtual enterprise. Deployed in a network-class environment and accompanied by a suite of optional managed services, Hosted ICR is a cloud based service based on software from our technology partner Genesys.

How does Hosted Intelligent Contact Routing work?

Hosted ICR provides contact-by-contact intelligent call 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 your business rules, calling party characteristics, any data requested or provided by the user, as well as any data retrieved from your host computers - all within our network.

How does IP Contact Center work?

Our comprehensive IP Contact Center service gives you all the usage-based features you need, and the tools to make near-real time changes quickly and efficiently. VoIP Inbound options include local to global calling with domestic toll-free and local services as well as international inbound that can be layered with dozens of advanced features to fit the needs of your business. Network Manager puts you in control by helping you make quick changes to your calling plans and follow your business in near real time. In addition, you can extract near real-time traffic management reporting so you can have your finger on the pulse of your callers.

What is Contact Center Technical Services?

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: - Understand your current contact center environment and how it is performing. - Identify and recommend technology and operational improvements. - Create a strategy and implementation roadmap. - Gain better insight throughout the planning lifecycle—from discovery, assessment, strategy, design to implementation.

What is Unified Customer Experience?

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.

How does Unified Customer Experience work?

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.

What is IP Contact Center (IPCC)?

A portfolio of interaction services that includes VoIP Inbound and IP Interactive Voice Response (IVR). Our network-based portfolio includes VoIP conversion for reliable termination to Session Initiation Protocol (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.

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How to Choose the Right Contact Center Software for Your Business Business

We've got some great deals going on right now exclusively for our online customers... chat now to hear more! How to choose the right contact center software for your business,Author: Shane Schick,According to Markets and Markets, the contact center industry continues to grow—the is expected to increase from its 2020 mark of $24.1 billion to $75.5 billion in 2026. Driving this growth is the growing use of cloud-based and virtual contact center solutions, like contact center software, to achieve better business continuity. The rise of virtual contact center software options,While most contact center software applications were originally limited to on-premises products, businesses can now consider cloud/virtual Contact Center as a Service (CCaaS) options. These solutions can provide all the , including simple setup and management as well as the ability to:,The also revealed that the growth of contact center software and technology is driven by organizations wanting to deliver enhanced experiences. Indeed, the report notes contact center solutions are becoming a strategic solution and, in many instances, can be considered a brand's face. By investing in the right solutions, they can gain several key ingredients of a great customer experience at the same time:,Five steps for successfully choosing contact center software,Whether you're leading a project to source a new contact center platform or are part of the selection committee, the following steps should inform your decision-making about how to best make use of virtual contact center solutions. 1. Consider your needs and requirements,Even if your current contact center tools don't provide a complete picture of your customer service performance today, use whatever data you have available to determine your business goals. Some of the possible inputs here might be call volumes, the results of any Voice of the Customer (VoC) surveys you've conducted and even focus-group interviews with your agents. The same study highlighted common challenges firms are having with contact center data. For example, 42% said they could not personalize interactions in real time, and 41% could not identify the same customer across different channels and devices. These could become the use cases and objectives you use to find the best platform for your needs. 2. Look for the capacity to integrate with CRM and help desk tools,Sales reps closing deals may represent an earlier point in the customer journey, but that doesn't mean the details of what happened should be forgotten after a purchase has been made. When customers reach out for support and contact center agents have no context from the sales team, the experience risks becoming disjointed and unsatisfactory. Bringing customer relationship management (CRM) data directly into , like help desk applications, helps avoid those scenarios. Aim to find solutions that have these integrations pre-built, rather than tasking your IT department or developer team with them. 3. Workforce management,No one wants to lose an experienced contact center agent, and business leaders are becoming more conscious about creating an environment where they can bring their best selves to work. In fact, a found 44% believe their employee experience is an urgent concern and an area in need of improvement. This is where contact center software that includes workforce management (WFM) features can help. Companies can use WFM to ensure they're staffing the optimal number of agents to meet customer demand, while agents enjoy more accurate and up-to-date schedules. Don't forget that a new CCaaS platform will represent some kind of learning curve for your team. Ask about the typical level of training required and any advice on how to accelerate adoption among agents. 4. Consider security,Customers put their trust in companies when they hand over their personal information. This can range from names and addresses to credit card numbers and beyond. The critical nature of this data makes contact centers a strategic asset for organizations—and a possible target for cyber criminals. According to the most recent Verizon Data Breach Investigations Report (DBIR), , and roughly 4 in 5 breaches are attributed to organized crime. The report also showed financial gain was the No. 1 motive for the majority of data breaches. Talk to your potential CCaaS providers about the kind of data protection features that are part of the solution, or any related managed services that can strengthen your defenses. 5. Ease of adopting new innovations,Contact center functionality is ever-evolving based on what the technology industry learns about the needs of businesses and their customers. Companies that choose to deploy Contact Center as a Service options can be more flexible, in that they can easily tap into new innovations without involving their IT department. Much like they add security patches or other updates through the cloud, Contact Center as a Service solutions streamline the adoption of emerging customer experience tools as they become available. has predicted Contact Center as a Service offerings will make it easier to add new service channels and integrate advancements like artificial intelligence (AI) and machine learning to deliver stronger customer experiences overall. Position your contact center for a successful future,The ultimate barometer of contact center technology success is how well it allows you to serve your customers. As you deploy your contact center software of choice, you'll want to ensure you're conducting an ongoing analysis of its . Some of the most common ones are customer satisfaction (CSAT), customer effort score (CES) and net promoter score (NPS). Don't limit yourself to the numbers, though. Try to see the customer journey through their eyes, and conduct a periodic qualitative assessment as well. A Broadridge study found that across all channels, and 77% would spend more money on a company that provides a good customer experience. To truly achieve success, combine the products you invest in with insight and expertise from trusted advisors. A managed services provider with a proven track record in deploying contact center tools and applications will make a big difference in rising above the competition. Learn more about how Verizon can . IDC, Contact Center Deployments Move to the Cloud: How a Distributed Architecture Delivers a Superior Customer Experience, Doc #AP46313921, August, 2021. 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

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Virtual Call Center Software & Virtual Contact Center Solutions

Ensure your remote agents have the right tools on hand to boost productivity and engagement. Set up your agents for success with artificial intelligence (AI) and data analytics tools that enable real-time coaching and knowledge management. Get tools that let you work the way you need. Increase agent productivity with work that is meaningful and engaging using gamification tools. A global bank deployed Virtual Contact Center to improve customer experience with a unified platform that allows personalized service while enhancing employee engagement. Give your hybrid and remote agents the ability to respond anytime, from anywhere, to help ensure your customers are always taken care of. Engage customers, empower agents and build personalized experiences that help set your business apart. Enable customer interactions with an advanced, cloud-based contact center platform. Engage your customers through our next-generation cloud contact center. Build customer trust and loyalty by protecting and securing your customer data, operations and enterprise voice traffic, and employees no matter where they work. Secure your inbound call traffic to improve customer experience and ROI. Protect your contact center from inbound fraud and improve customer authentication. Our advanced call analytics technology helps restore trust in the nation's phone network. Learn how customer experience is the new frontline in cybersecurity. Explore how a virtual contact center benefits your enterprise. With the increased demand for a seamless digital customer experience, the role of the chief information officer (CIO) is also undergoing a big transformation. Migrate to a cloud contact-center solution, add self-service/artificial intelligence, or embed conversational AI tools into your existing contact center with our help. Keep your teams, customers and partners connected and engaged wherever work takes them. Use strong security protocols and identification practices to help protect your organization, employees, customers and data wherever work takes them. Call sales,Chat with us,Have us contact you,Already have an account?

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Contact Center Managed Services: Call Center Solutions

Let us manage your contact center solution while you focus on delivering and meeting customer expectations. Contact center outages lead to unhappy customers, which can lead to lost revenue. Our Contact Center Managed Services (CCMS) can help you avoid outages as well as drive better customer experiences. Medium-sized businesses and enterprises seeking expert contact center help to manage incidents 24/7 Contact center teams wanting to keep costs predictable, even when customers' needs aren't ,Contact centers that rely on multiple vendors for operations but could benefit from centralizationWe offer fully outsourced operational support in proactively monitoring and managing your contact center infrastructure from either your location or our facilities. We employ a service delivery model that focuses on maintaining critical contact center applications. Our managed services can help strengthen infrastructure stability and security while also helping you reduce IT staff dedicated to contact center management so you can focus on managing your business. Our service helps keep these costs predictable with low monthly fees. Plus, we help ensure that you have the latest technologies with automatic updates. Our experts can quickly identify faults and isolate the root cause of contact center outages. You get access to a clear record of all changes requested, approved and implemented by Verizon. We can help you identify and address performance issues before they become critical. We help keep applications up and running with provisioning, configuration management, patch management and more. You get access to near real-time information on incident and change tickets, as well as scheduled customer account reviews. Great experiences are essential to customer attraction and retention. IP-based contact centers can help. Remote work has become ubiquitous and essential. Discover the best practices for shifting to remote work in your contact center. The right managed contact center provider can improve many aspects of a contact center, from optimizing workforce operations to integrating customer interactions across channels. years of contact center experience,security, network and hosting devices under management,networks in over 150 countries under management,professional services experts,Give your contact center the agility, reliability and scalability of the cloud. Consider digital transformation as a foundation for a better customer experience. Enhance your customers' experience with a comprehensive inbound solution. 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 . 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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