Improve customer relationships

Misrouted calls, long holding times, poor call center integration, and unhappy customers led a health insurance provider to seek out Verizon Business to revive its contact center operations. After a needs assessment, we helped develop a common call center architecture and deploy enterprise routing, automation, and voice recognition, resulting in increased call completion and improved customer satisfaction.

We can help you forge better relationships with your customers by enhancing your closest touch points with them—your contact centers. With solutions from intelligent routing and IP integration to virtual contact centers and advanced speech services, we can deliver the right solution to help you improve productivity, strengthen customer relationships, and control costs.

Our solutions can scale from single sites with fewer than 100 call center agents to multisite operations with thousands of agents, and can help you:

• Improve management of your existing centers by helping you review how your contact center is organized, how volume is addressed, and how key elements such as quality and productivity are measured and used to better utilize the resources within your center.
• Find the right infrastructure for your needs by assessing whether the technology, architecture, and design of your current applications and systems are efficient and effective in meeting the needs of your center and its customers.
• Integrate software and hardware by helping you purchase the right equipment.
• Integrate IP technology to provide greater flexibility, including capacity on demand using virtual call centers, customer disaster recovery solutions, and integration of website and contact center tools to provide a uniform level of service.
• Implement your solution and help manage it throughout deployment, so your solution can be up and running faster.

Over 20 Years of Contact Center Experience

Verizon Business has extensive experience designing and implementing some of the most advanced and innovative contact center solutions.

• We manage over 10,000 applications.
• Seven of the top 10 U.S. banks rely on Verizon Business for contact center solutions.
• We received the 2007 Frost and Sullivan North American Market Leadership Award for Hosted Contact Center Services.
• Genesys Partner of the Year 2005, 2006, and 2007.
• Cisco Gold Certified Partner since 1995.
• Cisco UCCE and CVP Authorized Technology Partner.
• Nuance 2007 Service Provider Partner of the Year.