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 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 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.

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 Network Based IVR work?

Inbound calls are routed 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. Network Based IVR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. We can combine services and features to make sophisticated and unique business solutions.

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 do I use TechTeam for Internet?

Follow the steps below to get started: 1. Download the TechTeam application from the Apple or Google Play Store 2. Enter the phone number associated with your Verizon account to login 3. Chat or click-to-call to reach a U.S. based tech expert to get technology help 24/7 You can also reach a Verizon TechTeam for Internet expert by calling 1-800-460-8839 if you are already an existing TechTeam for Internet customer.

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 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 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.

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 Network Based IVR work?

Inbound calls are routed 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. Network Based IVR is scalable, adapting to applications from simple menu routing to complex systems that require more advanced features. We can combine services and features to make sophisticated and unique business solutions.

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 do I use TechTeam for Internet?

Follow the steps below to get started: 1. Download the TechTeam application from the Apple or Google Play Store 2. Enter the phone number associated with your Verizon account to login 3. Chat or click-to-call to reach a U.S. based tech expert to get technology help 24/7 You can also reach a Verizon TechTeam for Internet expert by calling 1-800-460-8839 if you are already an existing TechTeam for Internet customer.

What is call center customer authentication

Questions related to "what is call center customer authentication"

Links related to "what is call center customer authentication"

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?

Learn more

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 AllowedWe use technologies to collect and share information about your use of our site. By continuing, you agree to the use of these capabilities for a better experience and other purposes. Learn more in our .

Learn more

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?,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. By continuing, you agree to the use of these capabilities for a better experience and other purposes. Learn more in our .

Learn more

Ashburn, Virginia, United States(based on your internet address)