Integrate multichannel communication at the agent desktop
Web Center is a network-based solution that provides multimedia options, customer prioritization, and intelligent routing tools without costly investment in premises equipment (CPE).
Improve customer service
Your customers get their pick of channels: voice, VoIP, Web callback, chat, e-mail,
and fax. And thanks to Web Center's ability to "screen pop," your representatives are armed
with caller data and scripts from your company database. Plus, caller/representative
collaboration tools let your agents guide your customers through your company’s
website and push customers' URLs and other relevant content.
Representatives can work anywhere with a phone, a PC, and an Internet connection
Ideal for supporting a dispersed workforce and seasonal deployments. Entirely
hosted within our network, your business avoids
the expense of investing in premises-based equipment and the cost of additional IT staff. And
we offer flexible, active-agent-based pricing.
Help leverage your resources - human and otherwise
With intelligent routing and queuing calls are sent to the appropriate agent, according to your business rules. Network Interactive Voice Response (IVR) lets you customize call flows and provides automated voice menus that automatically gather call-routing IDs and deliver prerecorded messages. And Web Center facilitates Computer Telephony Integration (CTI) for increased personalization.
IP Contact Center capabilities and cost efficiencies
IP enabled Web Center shares the same network infrastructure and CPE as our award-winning VoIP product suite. By combining the power of both services, we can help you reap the benefits of VoIP across your entire enterprise's operations and achieve new capabilities and cost efficiencies afforded by IP telephony.
Powerful monitoring and reporting
Supervisors can monitor specific agents, "whisper coach," take over calls, check
interaction status in the queue, receive customized reports, and much more.
Enable disaster recovery
Our fully-redundant platform lets your agents intercept interactions from any location - a valuable backup in the event of outages with your
existing premises-based solution.
FAQs
What is Web Center?
Web Center is a web-based customer contact and management solution designed to improve a business's customer relationships. Web Center integrates communication channels, enabling businesses to deliver responsive, timely information to their customers while improving their contact center operations.
Companies of any size conducting business on the web need to provide customers with coordinated communications to support their e-business initiatives. Many companies have customer toll-free numbers and a website, yet they do not have the means to support their online customers. Web Center is your bridge between your call center and your website, providing a mixture of interaction services supporting multiple contact types. Since Web Center is hosted entirely on Verizon's own network, companies are able to migrate from traditional telephony-based customer support to integrated voice and data management functionality quickly.
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How does Web Center function?
Web Center is an integrated collection of interaction services supporting multiple customer contact types including traditional toll-free/free phone calls, chat, e-mail, web collaboration (URL push), voice mail, interactive voice response, and fax. With Web Center, you can manage the entire customer interaction process, from beginning to end - configuring your multimedia centers, establishing business rules for routing customer interactions, assigning agent responsibilities based on skills or other criteria, monitoring center operations, and retrieving integrated voice and data reports. This is all accomplished through one cohesive point of control - the Web Center portal. All you need is an Internet browser to begin accessing these robust applications.
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What are the differences between a Contact Center and a Web Center?
A contact center is typically a traditional telephony-based call center that has limited web capabilities, usually implemented via "point solutions" or individual software packages (such as e-mail management), but may not be integrated fully with other contact mediums such as voice mail and chat. Generically speaking, a web center is a contact center that can accommodate all media types from voice and e-mail to web-based customer interactions. Web Center integrates these disparate media at the agent desktop to provide cohesive control of the various contact method types. This integration enables businesses to generate reports on all media contacts as well as manage the contact center.
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How can Web Center benefit me?
Web Center is a network-hosted, enterprise portal for companies who no longer want to implement expensive and complex event management hardware (ACDs, IVRs) and multiple software platforms on their premises. Instead, Web Center allows your business to move quickly to a managed, in-network environment with the capability to support multiple contact mediums. Not only do you avoid large up-front capital investments, you also are relieved of the costly and difficult task of integrating web-based systems with legacy systems. Ongoing maintenance of premises equipment and software (which can run 10-15% of the cost of systems) also is eliminated because we manage the technology in our own network for you.
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How is Web Center priced?
All Web Center capabilities -- including intelligent routing of voice, chat, web collaboration, e-mail management, voicemail, fax management, and interactive voice response -- are included in a monthly fee. Web Center's universal queuing, agent monitoring, and integrated reporting functionality also are included in this monthly fee.
In addition to the monthly recurring charge, you will pay a per-supervisor fee as well as a per-agent fee based on the number of agents you have using the Web Center platform. A minimum of 5 agents is required to begin using Web Center.
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