Telecom major Verizon announced its partnership with inContact, a provider of
cloud contact center solutions, to offer an advanced suite of cloud-based
Virtual Contact Center services.
The advanced virtual contact center services are expected to increase customer
satisfaction by offering communications options and faster responses to
inquiries.
The cloud-based Virtual Contact Center needs no large upfront capital
investment, and they can be employed to augment and adjust existing customer
service operations to more flexibly address changing business requirements.
“Bringing inContact’s cloud platform and deep experience with highly
satisfied customers to Verizon’s world-class suite of Contact Center solutions
will help to accelerate cloud-based customer contact solution adoption.
Together with Verizon’s global reach and world-class sales and service teams,
we will be able to shape and meet the growing demand for these compelling and
cost-effective customer-facing capabilities,” said Paul Jarman, CEO,
inContact.
The cloud based solution allows customers of businesses and government agencies
to choose how they want to contact and interact with the organization.
Customers could also use the Web for an online chat or to get answers to
frequently asked questions.
It has a special software that can recognize incoming callers and refer
specific customers to agents with the appropriate level of expertise. The
first-call resolution eliminates the need to transfer a customer from one agent
to another, an often lengthy process that frustrates customers. The
comprehensive agent desktop tools to help educate and prepare agents to field
customer inquiries and resolve them quickly.
“Nine of the 10 largest banks in the U.S. and many other world-class
businesses rely on Verizon’s Contact Center solutions to strengthen their
customer relationships. We’ve joined forces with inContact, after an
extensive review of the players in the market, to build on our successful track
record of developing and delivering innovative customer care solutions,” said
Mike Palmer, vice president of enterprise strategy and marketing for Verizon.
Verizon Wireless recently announced the launch of Verizon Wireless private applications store for business. It will
be a customizable, controllable, highly flexible enterprise-wide service that
assists businesses to realize the benefits of the mobile marketplace while
driving cost efficiencies and enhancing productivity.
By Telecomlead.com Team
editor@telecomlead.com