Let customer experience define your brand.
In today’s consumer-driven world customer experience (CX) has the power to make or break a successful business. Forrester Research has built models that demonstrate how CX improvements drive revenue growth through increased loyalty1. Repeat purchases, word-of-mouth advocacy, and the other positive outcomes of building a loyal customer base, are the result of investing in the tools and processes that make it easy for consumers to do business with you.
When it comes to customer management and experience, contact centers are no longer a siloed, single-unit operation. They are a part of an integrated solution that impacts and affects multiple business units in an organization, such as marketing, sales, service and others. Building seamless connections between these units is essential for customer satisfaction and experience and therefore, requires technological innovation and transformative restructuring of business processes. Today’s game-changing technologies such as speech recognition, artificial intelligence (AI), smart machines and data analytics are heralded to drive immediate personalization of service and long-term business advantage for savvy marketers. A single customer interaction may traverse multiple channels, each leveraging a unique mix automated self-service, people-assisted and live agent services. Channels for interaction include voice, web, email, instant messaging, web chat, social media, video, mobile devices and destination / in store engagement.
Verizon delivers a modern customer experience technology portfolio that includes cloud-based contact center solutions, voice services, virtual assistant technologies, mobility and collaboration tools, each designed to help improve your organization's ability to listen to customers; analyze their feedback and act on customers' needs.
1 Drive Revenue With Great Customer Experience, 2017, Forrester, January 2017
Products & services
Cloud Contact Center
The flexibility that comes from the cloud can help your customer service be more efficient, effective and innovative. Our cloud contact center solutions provide quick and reliable network connections that enable you to scale quickly while controlling costs.
Transport and Intelligent Routing
The ability to dynamically integrate information from your network and various other sources can help you provide seamless personalized customer experiences. Combining our technology and your knowledge store can help you meet your technical, operational and financial requirements. Get the inbound transaction to the right source to enable more first resolution interactions.
Our Managed Services provides full contact center management services including proactive monitoring of customer's information technology infrastructure, either at the customer location or Verizon facilities. Our Managed Services Team has specialized skills based on their roles and the applications or infrastructure they are responsible for. This centralized team uses an orchestrated approach to identifying issues, solving problems and performing change management activities.
Our Customer Engagement tools blend human and artificial intelligence to allow your customers to easily get the help they need, when and where they want it. Our solutions help provide a seamless journey for your customers, from automating self-service to help make your agents more efficient and accurate.
CX Professional Services
We provide an end-to-end portfolio of CX professional services to help you create better experiences, drive measurable results, and mitigate security risks for your business. CX Professional Services consists of digital advisory services, contact center consulting services, customer experience design services and technical professional services that can design and support your digital transformation journey.