phone system for call center

Business Digital Voice requires IP phones that work over an internet connection. These phones allow you to manage some of your Business Digital Voice features right from the phone and provide high quality calls. Verizon offers a variety of IP phones starting at $85.00 to best fit your business needs. At this time, we do not allow customers to bring their own VoIP equipment. If you do not want to purchase IP Phones, you can purchase an Analog Terminal Adapter (ATA) starting at $85.00 to use with two telephones. You plug your traditional analog phone(s) into the adapter and it will run over IP. Please note: you cannot plug IP Phones into an ATA. PBX and Key Systems are not supported on ATAs. Customers faxing on Business Digital Voice will need an ATA. Please see "Can I use my fax, alarm, or credit card lines on Business Digital Voice" for more information.

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.

Business Digital Voice is the premier VoIP phone system that provides big business tools for small businesses, with over 45 features to help make your business more efficient, productive and mobile. We also include mobile and desktop apps so you can manage your calls and business when you are away from your desk. Multiple call forwarding options are available so you don't miss a call.

VoIP (Voice over Internet Protocol) is a technology that transports high quality voice calls over the internet instead of a traditional phone network.

- 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

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.

In most cases it depends on the reasons why you want to use it, and how you explain it to them. If you want to use it to improve the efficiency, security and safety of your business, and help mobile workers to get more done, with less paperwork and phone calls, then most employees will understand that. They'll also appreciate you're making an effort to keep the business profitable and improving their job security. If they think it's been done because you don't trust them then they may not be as welcoming.

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.