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.

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.

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.

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.

How does VoIP Inbound Local Origination work?

The caller dials a "local number" which goes through the public switched telephone network and is captured in the Verizon network and receives the call treatment the customer has selected for their application (just like other inbound calling types; i.e., U.S. toll free and International Toll Free. Local Origination is available for TDM-originated (PSTN) and IP-originated (VoIP) calls so U.S. calling can receive the same calling experience.

What is Network Based IVR?

A service that tightly couples signaling and functionality from our Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. Providing automated attendant treatment and routing for inbound calls using customer inputs and network functionality, IVR enables callers to reach the right resource the first time or to be transferred without having to make a new call.

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.

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.

What are inbound call centers

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Inbound Call Center Services & Toll Free Solutions

Maximize call center opportunities and availability. Our inbound toll-free service on our intelligent network helps connect your callers to the resources they need, at no additional cost to them. Toll Free and Inbound Services provide routing of incoming calls across our intelligent network in a way that can meet your specific business needs. Comprehensive tools for visibility and control help you maximize traffic efficiency and minimize the resources required to keep your customers happy. You can combine multiple routing options to help ensure you don't miss any calls. Let callers contact you at no additional cost to them, while helping them get to the right resource on the first try. Utilizing toll-free vanity numbers can make it easier for your prospects to remember how to contact you, which can expand business opportunities. Automatic number identification (ANI) and holiday routing options can help you route calls more efficiently and effectively. Network Redirect and Multi-Manager routing options can help provide the redundancy and diversity your organization needs. Manage your business with greater control and flexibility with near real-time tools such as Network Manager and Network Monitoring. Our toll-free service's routing options provide the redundancy, diversity and flexibility your organization needs. Route calls to predetermined locations to help maximize resources and keep customers happy,Toll Free and Inbound Services is available from any location in the U.S. and Canada, and more than 80 other countries. Quickly and easily view entire network configurations, make changes or order new features. Toll Free and Inbound Services support time division multiplexing (TDM) and IP- based terminations. Traffic reporting and monitoring provides companies with the vital information needed to optimize their inbound and outbound voice services. Available international number types include traditional in-country PSTN, free phone, International Toll Free and Universal International Freephone. Trusted toll-free services with a global reach,minutes of inbound traffic a year,countries with International Toll Free,countries with Universal International Freephone,Automate interactions with your callers. IP Contact Center is a VoIP-based voice calling solution for Contact Centers, including multiple originating calling options and number types as well as terminating options including IPIVR. An inbound call center handles inbound calls from its customers or potential customers, typically in the roles of providing customer service or technical support. Designated by an 8XX prefix, an inbound toll-free service allows callers to reach your business at no additional cost to them. Yes. We provide inbound reports through Verizon Enterprise Center traffic reporting. Additionally, the Traffic Reporting tool provides IP Contact Center customers the ability to report on inbound call statistics including call detail and summary reports at the number level or domain level. Reports can be set up to be recurring or one time for specific dates and times. Contact your sales representative, who will work with the ordering and provisioning teams to initiate the order. Yes. You can use the Network Manager tool in the Verizon Enterprise Center (VEC) to reroute toll-free numbers. You can also contact the VEC Help Desk. You can often keep all of your numbers. However, some conditions could prevent some of your numbers from porting, such as regulatory limitations for some international countries. Your order manager or sales representative will be able to tell you whether all of your numbers may be ported. 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 AllowedWe use technologies to collect and share information about your use of our site. 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CWMA 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: .

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Voice Services and Call Center Solutions

Drive better, more personalized customer experiences (CX) in your contact centers using Verizon voice services running on our award-winning network. Help boost brand loyalty and increase customer satisfaction by delivering a consistent CX. Help increase the productivity of your contact centers and agents with our innovative voice services. Reduce customer call handling times using traffic-routing and call-balancing functionalities. Control costs with affordable contact-center technologies and services. IP Contact Center is a Voice over IP (VoIP)-based voice calling solution for contact centers that includes multiple originating calling options and number types, as well as terminating options including IPIVR. Route incoming calls across our intelligent network. Automate interactions with your callers. Optimize retention with cloud-based queue management. Balance call loads and help drive improved CX with Verizon IP Contact Center Solutions. Learn how to realign your objectives to deliver a personalized, customer-first experience. Provide your agents with the tools they need to work reliably and securely, whether they're working in the office or remotely. Find out how intelligent routing can help guide customers to the right resources to solve their problems and keep them satisfied. A cloud contact center is a hosted software solution that enables agents to receive incoming and outgoing communications from their desktops. Today's cloud-based contact centers allow customers to communicate across multiple channels, including phone, email, text, social media and more. Unlike on-premises systems or hosted contact centers, a cloud contact center isn't tied to a specific server or physical location. Instead, anyone in your team can access it from virtually anywhere through the cloud. Cloud contact-center platforms still rely on a network to deliver inbound and outbound communications. The network needs to be reliable, scalable and secure. Cloud contact centers allow customers to communicate via multiple channels, including voice, email, text, chat, social media and others, so customers can get the answers they need quickly. They also enable agents to communicate with customers in a call center or remotely. Cloud contact-center platforms can help improve CX, as well as the agent experience. Call sales,Chat with us,Have us contact you,Already have an account?

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