eLoyalty, part of TeleTech Technology, has entered into an agreement with Verizon whereby eLoyalty's Contact Center as a Service (CCaaS) platform will be integrated into Verizon's Unified Customer Experience solution to deliver a single, cloud-based contact center offering.
Available in early June in the United States and supporting users in 48 countries, the Verizon Unified Customer Experience solution was developed with eLoyalty and built on top of Cisco's Hosted Collaboration Solution for Contact Center. It provides businesses with multiple options for connecting with customers through Web chat, social media, email, or mobile.
"eLoyalty is helping to enable the platform that allows our clients to transform the customer experience, especially as more people reach for service via the Web and their smartphones," said Alla Reznik, director of customer contact solutions at Verizon, in a statement, "With eLoyalty's capabilities, we can be highly nimble and agile in serving our clients, which is our number one goal."
"Teaming with an industry leader like Verizon is part of our strategic vision to align with best-in-class providers," said Steve Pollema, senior vice president of TeleTech Technology, in a statement. "By working together to combine the Verizon and eLoyalty platforms, Verizon will be able to deliver a fully integrated Cisco UCaaS and CCaaS experience to its clients and, in the process, help them to reduce in-house friction and enhance interactions with their customers."
Verizon's Unified Customer Experience is a part of the company's Customer Contact Solutions portfolio.