Verizon is rolling out a Unified Customer Experience Solution to enable businesses in all industries to connect with customers via web chat, social media, email or mobile.
The latest addition to the company’s Customer Contact Solutions portfolio has been designed to enable enterprise and government agencies to deliver a personalised omni-channel experience to clients, Verizon says.
The solution offers multiple options for connecting with customers, including the callback service (used when call volumes are high), or interactive voice recognition and speech analytics (designed to deliver a personalised experience).
“Customers are demanding. 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,” says Alla Reznik, Verizon director of Customer Contact Solutions.
“Verizon is focused on enabling enterprises to transform the customer experience through its latest offering, especially as more business is conducted online,” he says.
According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report, “Customers want a frictionless, easy, and immediate journey on channels of their choice and they desire a connected omni-channel journey across channels.”
With the new platform, agents in the office or working remotely will gain a picture of the customer’s preferences, previous purchases and interactions to enable a true omni-channel customer experience, Verizon says.
Available in late May in users in 48 countries around the globe, the dedicated cloud-based contact centre solution is developed with eLoyalty and is built on top of Cisco’s Hosted Collaboration Solution for Contact Center.
Reznik added, “Verizon understands where the customer contact industry is headed and continually delivers holistic solutions that address shifting market trends.
"Beyond advanced features and functionalities such as self-service tools, mobile and voice call back, Verizon’s Customer Contact Solutions portfolio helps businesses stay ahead of their competitors by enabling them to deliver better experiences to their customers.”