The feature-rich solution offers multiple options for connecting with customers, including the callback service (used when call volumes are high), or interactive voice recognition and speech analytics (designed to deliver a personalized experience). With the new platform, agents in the office or on-the-go will gain a comprehensive picture of the customer’s preferences, previous purchases and interactions to enable an omni-channel customer experience.
“This platform based holistic solution provides seamless customer conversations, including assessment and analysis of the customer’s journey throughout their experience. We can address the needs of third parties as well as captive centers in India for their on-shore and offshore delivery centers. In the last few years they have been challenged with issues like technology refresh and need new customer engagement models that support omni-channel and social integration throughout the customer lifecycle,” said Prashant Gupta, Head of Solutions, Verizon Enterprise Solutions India.
Verizon’s Unified Customer Experience is an evolution of its Customer Contact Solutions portfolio ideally suited for small to large enterprises. Recent developments and enhancements to Verizon’s portfolio include the launch of Contact Center Managed Services, a fully outsourced offering designed to monitor and manage critical contact center applications; and Virtual Contact Center, a cloud-based service for mid-market clients with access to a fully integrated and comprehensive suite of contact center applications.
