Customer engagement and experience services

Engage customers with personalized and seamless experiences by blending human and artificial intelligence.

  • Exceptional customer experiences powered by exceptional technology

  • Customer engagement technologies play a key role in improving experiences. Whether it’s customers needing information or support, or constituents engaging with government agencies, artificial intelligence (AI) and next-gen technologies can elevate personalized experiences with seamless, instant and consistent interactions that people crave. Plus, they can help save you time and money.

  • Our products and tools

  • Verizon Conversational IVR   

    Verizon CIVR uses speech technology powered by AI to deliver an intuitive customer service experience that can help callers resolve issues on their own.

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  • The Verizon CIVR difference

    Our cutting-edge features can help you deliver a better customer experience.

  • Personalized, proactive experience

    Match phone numbers with customer data to identify callers and create more personalized experiences that can anticipate customer needs.

  • Virtual Agent   

    As an AI-powered digital self-assistant, Virtual Agent helps you deliver automated and personalized self-serve experiences that are consistent across your digital channels.

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  • Intelligent interactions

    Deliver relevant responses and take advantage of AI to continually learn how to improve interactions.

  • Automated tasks

    Offload basic, high-volume tasks while routing sensitive and more complex issues to live agents.

  • Knowledge Assist   

    Use AI and machine learning to help agents in your contact center quickly find answers to customer or constituent issues in an accurate and consistent manner.

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  • Complex, relevant answers

    Get accurate answers to questions and guidance from sources that might include images, video and web pages.

  • Single source of truth

    Use workflow automation to collaboratively build content that all agents in your organization can use.

  • Live Agent   

    Give customers on your website, mobile app or messaging platform instant access to agents via chat, voice or video.

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  • Enhanced efficiency

    Allow your agents to easily manage multiple chat interactions at once.

  • In-context escalations

    Pass along conversations and data from virtual agent to human agent so customers don’t need to retell their story.

  • Social Engagement   

    Enable your marketing and digital teams to listen to, chime in on and analyze social conversations about your brand.

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  • Impactful engagements

    Identify high-priority posts and create meaningful one-on-one engagements with consumers and influencers.

  • Social analysis

    Discover your share of voice and get actionable insights on language, emotion and tone of voice.

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    • How AI improves the customer experience

      When you learn about AI from a customer experience (CX) perspective, you discover that it can have a broad impact on organizations and the benefits it can provide to contact centers.

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    • How federal agencies can reshape the customer experience

      When interacting with a federal agency, citizens and staff members expect digital experiences that rival those provided by businesses. There are specific steps agencies can take to facilitate their ability to deliver those types of experiences.

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    • 4 key steps to improving the customer experience with AI

      AI can have dramatic positive impacts on the experiences you provide customers, but doing it right requires thoughtful, strategic steps.

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    • Keeping an eye on 5 CX KPIs

      Tracking certain key performance indicators (KPIs) not only can help you determine if your AI-powered customer experience technologies are paying off, but they can also help you spot trends in areas where your agent performance could improve.

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  • Cultivating customer relationships

    Social media can elevate your brand, but use it strategically to reach customers.

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  • Verizon Virtual Agent—available 24/7/365

    Build trust and learn loyalty by providing customers with intelligent self-service tools.

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  • Knowledge Assist—helping agents help themselves

    Empower your agents with relevant and accurate responses to customer questions.

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  • Get customers to take action.

  • Discover new ideas, resources and trends from the comfort of your inbox.

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