Contact Center Managed Services

Still managing your contact centers? Let us instead.

Manage your customer expectations, while we manage your solutions

Outages affecting contact center availability have an immediate downward spiraling effect if not resolved quickly. Customers are unhappy, KPIs are blown, revenue is lost…in short, every minute counts.

Verizon’s Contact Center Managed Services (CCMS), available around the globe, is a fully outsourced operational support model specifically designed to monitor and manage critical contact center applications. We bring a highly advanced monitoring platform along with an ITIL based service delivery model that is focused on maintaining critical contact center applications!

Large health care and pharmaceutical provider increased scale and efficiency of business leadership by providing multiple business management on a single CCMS platform.

What is CCMS?

Our Contact Center Managed Services (CCMS) is offered as a stand-alone product and can be implemented in conjunction with our entire portfolio of products and services.

Our Contact Center Managed Services (CCMS) provides proactive monitoring and management of a customer's contact center infrastructure, either at the customer location or Verizon facilities. CCMS helps customers to reduce their IT staffing dedicated to center management, strengthen infrastructure stability, and focus on managing their business instead of their contact center infrastructure.

How does CCMS work?

CCMS is a managed service built upon two foundational elements within the Verizon portfolio. Underlying the managed service is an advanced monitoring and management platform that extends well into the application layer to identify, interpret and react to application-generated alerts and conditions.  This robust set of monitoring and management tools has been integrated into our robust alert notification and ticketing engines to provide our operational teams with up-to-date information about the state of the customer’s environment. 

For CCMS, the monitoring and management comes together in our operational support model which is led by the Integrated Solutions Desk (ISD).  The combination of our ITIL-certified ISD and advanced application monitoring and management platform results in a customer-centric support model.

Features & benefits

Proactive Alarming and Automated Notification
The biggest challenge in keeping contact center platforms available is staying ahead of incidents that could potentially cause a service outage.  Our advanced NAPM (Network Application Management) platform is constantly monitoring our customer’s platforms to detect and respond to critical incidents quickly and efficiently.

24 x 7 Contact Center Managed Services Operations 
Our US-based Operations Center is on the clock 24x7x365 to respond to customer incidents and inquiries.  We are monitoring our customers’ environments, night and day.  Our technical staff is trained to support Genesys, Cisco Unified Contact Center Enterprise (UCCE) and NICE inContact contact center applications. When you call, we are there to help!

ITIL based Service Delivery Framework 
One of the most common causes of outages in contact center environments can be attributed to lack of or poorly executed processes.  At Verizon, we have developed proven and repeatable processes based on ITIL framework.  This gives us standardized methods for maintaining platform stability and introducing change while limiting adverse effect. We have invested in ITIL certifications and process development to keep our support teams up to date on industry best practices for service delivery.

Predictable Cost Model
In this time of increasing pressure  on  capital budgets, CCMS offers an  expense based pricing model comprised of predictable monthly recurring charges. As an added flexibility, customers can add managed services as their business needs change.  

25+

years of contact center experience

400K+

security, network and hosting devices under management

4000+

networks in over 150 countries under management

300+

professional services experts

Why Verizon for Unified CX?

  • Total Solution Support -  One vendor and one contract
  • Next Generation Tools – Visibility to topology and application stack
  • Integrated Solution Desk – ITIL based Management Framework and Methodologies 
  • Comprehensive Professional Services - Consulting Services and Technical Services
  • Flexible Business Models with multiple tiers (seats, ports, etc.)
  • Continuous training and certified SMEs

Professional services

Our Professional Services teams will work with you to verify that your environment meets the criteria for management.  They will also oversee the onboarding process and handle the transition to Verizon operations. 

Our Day 2 operational support team works with your operational contacts on a daily basis, just as if we were an extension of your IT department.  Verizon assigns key operational resources to each customer for the term of the contract, allowing us to gain deep knowledge of your technical environment and business processes.  Our goal is to seamlessly integrate into your organizational and governance models.

We stand behind our service by offering robust SLAs for CCMS business critical services.  We want our customers to know we have skin in the game and will work diligently to maintain the high level of availability contact centers require.

How to implement

Planning

Our Professional Services team will identify and document business and operational requirements to create a managed services implementation project schedule

Implementation of Transition

Verizon Professional Services will oversee the lead and manage the transition to Verizon Managed Services operations to limit impact to your business and your customer experience.

Day 2 Support

The Day 2 Support Team works with your operational contacts on a daily basis, just as if we were an extension of your IT department.  We assign key operational resources to each customer for the term of the contract, allowing us to gain deep knowledge of your technical environment and business processes. 

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