Contact Centers

Improve customer satisfaction

Driving high levels of customer satisfaction demands both improved customer communication and better internal collaboration—to make sure the customer reaches the right person, armed with the right information.

Your customers decide how to make contact

Our Contact Center solutions let your customers choose how they want to contact you—by voice, email, chat, or even synchronized web sessions.

Route customers to the right internal resource for their needs

Interactive voice response (IVR), speech recognition and intelligent routing can help expedite calls to the ideal agent. And network based queuing can combine all your centers into one virtual enterprise—helping to cut handling time for greater efficiency.

Increase personalization

Our Contact Center solutions integrate seamlessly with CTI (Computer Telephony Integration) platforms to connect your agents to the company database—arming your reps with relevant customer information to improve both customer satisfaction and agent cross-selling.

Flexible Delivery and Pricing Options

Verizon Business can support hosted, managed, and CPE solutions (as well as hybrids) with pricing structured to accommodate your financial requirements.

Solutions that grow with your enterprise

Contact Center specialists can guide you through assessment, design, implementation and maintenance of the right solution to meet your needs today – and in the future.

Benefit from our expertise

Verizon Business is a recognized leader in the rapidly-evolving collaboration space. Put our proven expertise to work for your multinational or government agency.

Verizon Business networks support over hundreds of millions of minutes each month
2007 Frost & Sullivan Market Leadership Award for the North American Hosted Contact Center Market

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Service Delivery Options

Verizon Business offers a variety of service delivery options – providing you with the flexibility to choose the model that best meets your business requirements and preferences

Hosted Services

An end-to-end solution with pay-as-you-go flexibility, Verizon Business can host your solution and free up your own premises.

Leverage our assets without costly capital outlays
Let us manage the platform, applications and technology upgrades
Redirect in-house expertise toward mission critical tasks

Managed Services

Maintain ownership of assets while benefiting from a comprehensive suite of monitoring, management, and support services, both from on-site personnel and remotely from our Network Operations Center.

Retain control over application, business logic and data
Choose level of management – from one application to all services
Leverage our global IP network or a hybrid of TDM and IP that can evolve with your business
Adjust agent levels and add new functionality as needed – without expensive capital outlays

CPE Services

Technology and vendor independent, Verizon Business has partnered with industry-leading hardware and software providers including Cisco, Nortel, Genesys, Aspect, and Nuance. With a Verizon Business CPE solution, you own and control your CPE while benefiting from our installation and maintenance. We provide implementation and ongoing maintenance support to help you get the most out of your infrastructure.

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Technology, Scalability and Efficiency

Choosing a hosted or managed solution can provide compelling financial and technology benefits to companies of all sizes. Yet it is not a one size fits all solution. Firms contemplating a move typically look at one or more of the following areas to derive benefits unique to their business:

Leveraging IP

Voice over IP (VoIP) is quickly gaining acceptance as companies implement VoIP to help reduce infrastructure and transport costs as well as provide functionality to their distributed and mobile workforce.

Consolidating infrastructure

Consolidating multiple systems such as ACD’s, IVR’s, and CTI servers can bring customers significant efficiencies and help reduce multiples of hardware, software upgrade costs and support costs. Verizon Business provides hardened data center facilities in multiple locations that can support large centralized call center operations.

Leveraging new technologies

Developing and deploying applications across multiple locations adds time, resources and risk to the total cost. Verizon Business' allows you to leverage the latest technologies such as speech recognition faster and more efficiently through centralized architecture. Our platforms are comprised of world-class hardware and software and will continue to evolve as technology advances.

Flexibility and functionality

Centralized call queuing and routing platforms eliminate the need for local infrastructure, freeing your enterprise to create and dismantle groups of agents virtually anywhere at anytime.

Expense versus capital outlay

Verizon Business can help deliver significant benefits through reduction of large capital costs without impacting the company’s ability to control the quality of service they are delivering to their customers. Acquiring contact center functionality as a service helps free up capital for other uses.