Call Center Services

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.

• Speech Services can be delivered to customers in a variety of ways to meet customer’s needs and environment. Service delivery models include Hosted, Managed, CPE and Open-Hosted.
• Open Hosted Speech bridges the gap between a CPE solution and a hosted environment and enables enterprises with the appropriate resources to develop their own speech applications, or have Verizon Professional Services perform the development. Enterprises can then own and manage their speech applications, while benefiting from the lower total cost of ownership and reliability of a hosted solution.
• Speech Services can be delivered to customers using either Time-Division Multiplexing (TDM) or IP.
• NGSN Platform Compliance.

Refer to Cost Table 4.15f for additional details along with rates and charges.

Please contact your account manager or email us 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:

• Allows Third party control of call treatment.
• Supports Dynamic messaging and caller announcements (ICR can construct messages).
• Supports CTI and caller profile data exchange.
• Permits personalized call treatment and skills or agent level routing.
• Uses Quieter and faster Out-of-Band signaling instead of DTMF (in band) signaling.
• Intelligent Queuing allows in-network parking until call can be transferred.

Refer to Cost Table 4.15a for additional details along with rates and charges.

Please contact your account manager or email us 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:

• Automatic number identification (ANI) routing or blocking.
• Delivery of caller-entered digits to the CAP (through Enhanced Call Routing-ECR).
• Caller profile routing.
• Time of day.
• Geographic area.

Refer to Cost Table 4.15b for additional details along with rates and charges.

Please contact your account manager or email us 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:

• Network-level IP IVR functionality: IP IVR provides native IP call processing in the network and significant cost-savings by pre-processing calls in the network before they tie up customer bandwidth, CPE, and agent resources.
• In as much as IP allows the customer greater levels of flexibility due to the inherent separation of the signaling and media, the native IP functionality of IP IVR continues to provide cost-savings and value because it extends the application capabilities of a customer's IP call center without protocol translations, particularly for multiple contact centers.
• Hybrid call processing: IP IVR provides seamless call treatment, routing, and agent transfers for VoIP Inbound across hybrid, TDM, and IP-enabled, contact center locations.
• IP IVR provides unifying access and reporting for all agent and information resources and makes it possible for customers to migrate to IP at their own pace while continuing to deliver the highest service levels.

Refer to Cost Table 4.15d for additional details along with rates and charges.

Please contact your account manager or email us 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:

• 100% Hosted in geographically redundant data centers.
• Multimedia support including voice, email, chat.
• Integrate with 3rd party systems like SalesForce.com, Right Now, Microsoft Dynamics, or internally developed systems.
• 99.99% Platform Uptime guarantee.

Refer to Cost Table 4.15i for additional details along with rates and charges.

Please contact your account manager or email us 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 Cost Table 4.15e for additional details along with rates and charges.

Please contact your account manager or email us for more information.