Verizon to Launch Unified Customer Experience Solution

Verizon Enterprise Solutions has introduced its Unified Customer Experience to help businesses connect with customers through Web chat, social media, email, or mobile.

The technology, which is scheduled for release in May, is an addition to Verizon's Customer Contact Solutions portfolio. It offers multiple options for connecting with customers, including acallback service to be used when call volumes are high, or interactive voice recognition and speech analytics.

"Customers are demanding, and they want to be able to communicate in whatever form is most convenient for them so they can easily get answers to questions or resolve issues quickly," said Alla Reznik, director of customer contact solutions at Verizon, in a statement. "Verizon is focused on enabling enterprises to transform the customer experience through its latest offering, especially as more business is conducted online."

With the new platform, agents in the office or on-the-go will gain a comprehensive picture of customer preferences, previous purchases, and interactions to enable a true omnichannel customer experience.

The dedicated cloud-based contact center solution is developed with eLoyalty and is built on top of Cisco's Hosted Collaboration Solution for Contact Center.

Recent developments and enhancements to Verizon's portfolio include the launch of Contact Center Managed Services, a fully outsourced offering designed to monitor and manage critical contact center applications; and Virtual Contact Center, a cloud-based service for mid-market clients with access to a fully integrated and comprehensive suite of contact center applications.

Related Articles

Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.

Posted May 19, 2017

In an industry often criticized for poor customer satisfaction, T-Mobile rose to the top, beating out competitors AT&T, Verizon, and Sprint in the American Customer Satisfaction Index. On ACSI's 100-point scale, T-Mobile earned 74 points while Verizon and AT&T both earned 71. Though the victory margin is slim, T-Mobile's improvement is noteworthy—the carrier's score grew by 4 points. Sprint was the most-improved carrier, raising its score from 65 to 70 this year, but the company fell behind its three primary competitors overall.

Posted June 03, 2016