Verizon Enterprise Solution, a division of Verizon has enhanced its contact center portfolio with a new Unified Customer Experience solution that promises to deliver a personalized and superior omni-channel experience to clients, enabling businesses serving all industries to be able to connect seamlessly with their customers through Web chat, social media, email or mobile.
Verizon's soon-to-be-available addition offers multiple options for connecting with customers however they like, including the callback service to be used when call volumes are high, or interactive voice recognition and speech analytics that are designed to deliver the personalized experience.
According to Verizon Enterprise, 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 a true omni-channel customer experience.
To be available in late May this year in the United States and supporting users in 48 countries around the globe, the dedicated cloud-based contact center solution is developed with eLoyalty and is built on top of Cisco's Hosted Collaboration Solution for Contact Center.
Alla Reznik, director of Customer Contact Solutions, Verizon
Verizon is focused on enabling enterprises to transform the customer experience through its latest offering, especially as more business is conducted online.
