Analyst Perspective: The Bigger Picture

Customers often reach out to agents only after trying—and abandoning—self-service options. Frustrated customers in heightened emotional states value genuine interactions that quickly and accurately address their concerns. Communicating with clients seamlessly across channels, providing agents with the same intuitive, automated experience from their home or office, and using advanced technology to improve self-service and live agent interactions improves CX, lowers resolution time, and delivers more customer loyalty and sales opportunities.

Achieving optimal contact center agent productivity has become a balancing act between meeting increasing customer expectations and controlling costs. Understanding and then separating issues best addressed via automation versus those that need human interaction can reduce costs and enhance CX. For example, contact center solution providers such as Verizon have products that can centralize data, generate insights, automate tasks, and direct the appropriate interactions through self-service wherever possible. Providers can quickly implement these cloud-based solutions to provide end-to-end data security, help ensure data privacy compliance, and scale with business needs. Judiciously applying new tools and technologies moves contact centers from being efficient to becoming highly effective.

About Verizon

At Verizon, we help you plan, build and deliver a winning customer experience solution for today, while looking ahead to tomorrow’s business transformations. With over 30 years of expertise in customer experience, Verizon offers several advanced Contact Center solutions, supported by Professional Services, that are designed to maximize agent productivity, simplify operations and improve customer interactions for growing businesses. The power of Verizon 5G, combined with our integrated solutions, dynamic eco-system and strong relationships with leading technology vendors helps customers create better experiences that will give them the competitive edge they need for their business operations - simply, securely and reliably. Across mobility, artificial intelligence, Internet of Things, security and business communications, our proven solutions connect people, places and things around the world to help organizations deliver a digital-first customer experience and improve customer satisfaction. Discover how Verizon's solutions can help transform your customer experience.

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