Importance of customer experience strategy

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.

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 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.

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.

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.

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.

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.

Powered by one of the world's largest, seamlessly connected global IP networks, Web Acceleration is a network-agnostic CDN solution with massive capacity and stringent security. Using advanced caching and acceleration strategies, it delivers lightning-fast delivery of your customers' web content. These capabilities combine to make Web Acceleration ideal for high-traffic applications, such as: - E-commerce - Online banking - Software updates - Social media feeds - Video streaming