How to implement Virtual Agent?

- Identify a few use cases to start with that are ideal for self-serve automation and can provide a quick win for call deflection to the contact center - Our CX design consultants will help identify simple, repeatable inquiries or tasks, such as reset password, check order status, and will answer FAQs for your initial implementation - We will build a seamless escalation to human agents, so end-users don't get frustrated - As the business gains insights from analytics on what end-users want to accomplish, Virtual - Agent will learn and we can make adjustments to configurations to improve the customer journey

How does VoIP Inbound Anti-Fraud and Authentication work?

Utilizing Media Forking, the metadata within the IP header of an inbound call is replicated and sent to Pindrop for analysis. Pindrop's multi-factor solution can passively detect potentially fraudulent callers and authenticate users utilizing patented technologies to determine if a caller exhibits anomalies in their phone number, device, voice or behavior as they naturally engage with a call center. Pindrop's patented Phoneprinting™ technology, Deep Voice™ biometrics, behavioral analytics and Toneprinting™ technology provide an initial and continuous analysis of the call. A Risk Score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center via an API to determine the next steps to take. The call center can route the call to a fraud analyst for further review or analysis. Risk scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers.

What is VoIP Inbound Local Origination?

VoIP Inbound Local Origination (VILO) service delivers a consistent caller experience across the customer's U.S. locations and provides centralized call management within Toll Free Network Manager for all of their call center telephone numbers (i.e., Toll Free and Local). All traffic can be centrally managed and has access to all advanced routing features including IVR functionality.

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 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 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.

What is VoIP Inbound Anti-Fraud and Authentication?

Verizon has teamed with Pindrop to leverage our Media Forking to provide a passive and secure multi-factor call center authentication and anti-fraud service to Verizon IPCC customers. There are 3 service options offered under VoIP Inbound Anti-Fraud and Authentication: Pindrop Protect - Anti-Fraud provides a risk score and call intelligence to the call center in the first few seconds of each call. This score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center. Pindrop Passport - Authentication technology is based on a set of attributes and risk criteria extracted from a call. Scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers. Pindrop Panorama - Anti-Fraud and Authentication combines both services into a single anti-fraud and authentication economical offer.

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.

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Virtual Contact Center (VCC): Virtual Call Center Software

Orchestrate customer journeys, empower agents and provide exceptional cloud contact center experiences. Verizon Virtual Contact Center (VCC) tools are embedded with purpose-built AI to create seamless human-assisted, digital-first customer interactions. VCC Expert and Guide solutions proactively help customers find the right information at the first point of interaction – web, search engine, chat, social media, etc. – to give them a smart beginning to their journey, right at the digital doorstep. Orchestration solutions connect and route customers across their entire journey in a way that's frictionless, consistent and smart, combining digital channels, self-service and voice as one. VCC provides over 30+ digital channels for organizations to offer their customers. AI-powered smart self-service chatbots and virtual assistants enable your customers to resolve their own issues around the clock. Meet your customers wherever their journey begins, monitoring sentiment and empowering them to solve challenges on their own as a first option. Integrate all digital and voice channels to provide a frictionless journey for your customers and resolve concerns on the first attempt. Leverage analytics to make omnichannel interaction data relevant, easy to consume and actionable, improving decision-making at all levels. Improve agent productivity with workforce engagement tools such as agent assistance, personalized quality management, coaching and gamification. Leverage flexibility and scalability to deploy agents virtually anytime, anywhere, as business demands change. Our pricing model charges for services when agents are signed in. When integrated into our network, VCC provides a single-rate voice transport cost per minute with no access charges. Agents receive critical information so they can be prepared for interactions while creating personalized and unique interactions that delight customers and resolve their issues quickly. AI-powered tools help customers fully and conversationally resolve customer needs across multiple industries with broad applicability to a wide range of use cases without human agents. With holistic customer experience (CX) data, VCC AI routing tools are able to quickly analyze data collected and predict the right agent to assist with the problem. VCC is designed to anticipate a user's needs and provide immediate resolution with targeted, timely and relevant information. With Verizon IDA and PIP connectivity, customers have the advantage of network on demand, global reach and flexible connectivity models. Agents and supervisors employ a suite of workforce optimization, analytics, voice-of-the-customer and automation tools to help them understand, analyze and improve journeys. A valued CX partner,agents on VCC,professional services agents across the globe,countries with VCC service,Our software solution enables your customers to contact you when and how they want—by phone, email, chat or text. IP Contact Center is a Voice over IP (VoIP)-based voice calling solution for contact centers, including multiple originating calling options and number types as well as terminating options that include IPIVR. Secure your inbound call traffic to improve customer experience and ROI. Protect your contact center from inbound fraud and improve customer authentication. Optimize retention with cloud-based queue management. Cloud contact centers use software solutions to manage operations virtually so customers and agents can interact across multiple channels, no matter where they are. AI is fast, efficient and time-saving, enhancing how contact center agents collect key information by using conversational self-service, anticipating customer needs and facilitating agent-assisted channels to resolve issues faster. A chatbot offers customers self-guided help over text to determine whether issues can be resolved before escalating interactions to live agents. Digital CX refers to the overall perception customers have of a brand's digital presence, from website to social media, and how seamlessly they can interact with all of those channels. Automatic call distribution (ACD) software automatically sends customer messages—calls, texts, emails, etc.—to the agent best suited for the interaction based on analysis of their skill sets. Workforce management (WFM) is a subset of our VCC workforce optimization (WFO) solution. WFM focuses on operational management factors such as staff and costs (hours tracking and absence management). VCC also uses tools to help train contact center agents to improve productivity and customer satisfaction, helping to lead to greater CX and employee engagement. Verizon Virtual Contact Center or VCC is a cloud contact center that supports multiple digital channel interactions (such as social media and chatbots) versus a traditional call center that only supports voice calls. VCC is a scalable and flexible solution to meet your unique business needs. VCC provides the ability to capture voice and screens. The solution can be configured to record voice and screen recordings for incoming, outgoing and agent-to-agent calls. VCC also offers masking tools to prevent recording of passwords and protected information. VCC Analytics and QM Analytics work off of recorded interactions. Speech analytics for voice calls can take several hours for the recording to go through the transcription phase (chats and emails are available immediately). Recorded interactions (voice calls, chat and email) in the VCC QM Analytics solution are available for playback near real time. VCC Preview and progressive dialer both help improve connection rates when used with a dialing plan. Manual Agent Dialing is available as a core function of VCC. For automated outbound dialing, the Personal Connection Dialer supports multiple dialing modes, which you configure through parameters on a per-skill basis. Verizon Virtual Contact Center provides forecasting, scheduling and machine learning tools to improve workforce productivity, shift bidding, agent evaluation and much more. Call sales,Chat with us,Have us contact you,Already have an account?,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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How to Measure the Success of Your Contact Center Software Solutions Business

We've got some great deals going on right now exclusively for our online customers... chat now to hear more! How to measure the success of your customer contact center software solutions,Author: Nick Reese,As the hub for all your customer support interactions, your contact center is crucial to executing an that allows customers to interact with your business using their preferred channels. That makes the customer contact center software solutions that power your operations critical to success. But how do you know if your contact center software solutions provider is giving you everything you, your employees and your customers need to ensure the best experience? By establishing your overall goals, you can then take the steps necessary to determine if your current customer contact center software solutions are meeting your needs or if it's time to explore an upgrade. Defining contact center success,Before you can measure the success of your contact center software solutions, you have to . Typically, the major , which can be defined in many different ways. But you should also measure success in terms of the customer experience; it does you no good to have an efficient operation that leaves a sour taste in a customer's mouth. One other measurement of success that sometimes gets overlooked is the employee experience. The more you can use technology to keep agents productive and engaged, the more efficient they can be and the better service they can provide. Using KPIs to measure customer contact center software solutions,Once you've defined success, determine the key performance indicators (KPIs) you'll use to establish your current baseline and track improvement. You can track dozens of KPIs, so make sure you pick the right one(s) for the specific goal you're looking to reach. For example, an improvement in your first call resolution would likely indicate an increase in customer satisfaction, as it means their issues are being solved the first time. However, if it takes an agent a few extra minutes to solve the issue during the first call, that could impact their efficiency or productivity rate. If that's how you're measuring success, you would instead want to track something like the average handle time instead. To improve efficiency, it helps to track both the contact center's and individual agent's performance. This will help you make systemic changes to your operations, such as working with your customer contact center software provider to add new capabilities while also identifying opportunities to improve each agent's skills. Evaluating the effectiveness of customer contact center software solutions,Once you define your KPIs and begin to track them, you must then determine what to do with the information. While some changes to your operations may have a direct impact on your chosen KPI, other changes may be more difficult to measure. Often, contact center operations leaders are continuously optimizing their operations across multiple initiatives, which makes it especially challenging to determine how much each optimization contributes to a change in the KPI. At this point, it often makes sense to work with a contact center technical services provider that can provide guidance around strategy, planning, design and analysis of your contact center operations. For example, can provide an independent assessment of your contact center software solutions to proactively identify any issues or impacts the software may have on your KPIs. By isolating the impact of your technology on KPIs from the impact of your workflows, training, agent experience and other factors, you can identify the specific areas where you can use advanced software offerings, such as and , to deliver the full potential of your contact center. Making changes to your contact center software provider,Whether working with a consultant or evaluating your KPIs on your own, the purpose of tracking metrics is to enable data-driven decisions. With this data, you can make informed decisions about whether or not your current customer contact center software solutions are capable of meeting your needs today, not to mention your anticipated needs as you grow. Do you need to switch providers, or is it possible to make changes while keeping the same software? If you're working with a legacy system, you may find you've outgrown your current solution. This will be evident in terms of reduced productivity, an inability to keep up with today's cyber security requirements or a lack of technology integrations that make it impossible to execute an omnichannel CX strategy. At the same time, switching your contact center software provider can be a heavy lift, so it's not a decision to take lightly. By working with a trusted outside partner like Verizon, you can leverage a team of specialists that can evaluate your current technology infrastructure to help you identify the gaps that are holding performance back. They can then help you identify opportunities to improve operations while providing the cost-benefit analysis you need to make a decision. Should you decide to switch contact center software solutions, the Verizon team can provide the technical expertise required to implement the new solution without disruption. Learn how can help you transform your operations to improve your customer experience. 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 (CX) with a unified platform that allows personalized and preferential 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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