World VoIP NewsVerizon and inContact launch partnership for cloud based call centre VoIP operations Verizon and inContact launch partnership for cloud based call centre VoIP operations

Verizon and inContact launch partnership for cloud based call centre VoIP operations


Verizon and inContact launch partnership for cloud based call centre VoIP operations
Enterprise Verizon has launched a dedicated partnership with provider of cloud contact center solutions inContact ltd. in order to help multinational companies and governmental bodies communicate in a more effective manner with their customers and ensure better service. Partnership is deemed to offer an advanced array of cloud-based Virtual Contact Center services.
The unique offering will be available in January 2012 and it will make customers from businesses and government agencies to select the paths how they desire to contact and interact with other organizations. For instance, a customer reaching a company by phone would have the option of speaking with a live agent or requesting a call back if one is not immediately available. Clients could also use the Internet for real-time chat or to get relevant answers to frequently asked questions. Other options consist with special software that can recognize inbound callers and retransfer specific customers to agents with the ad-hoc kind of expertise. This "first-call resolution" removes the need to reroute a customer from one agent to another, an often clumsy process that frustrates in-caller. Sophisticated agent desktop utility designed to teach and prepare agents to attend customer inquiries and resolve them in a timely manner. Mike Palmer, Vice president of enterprise strategy and marketing for Verizon, stated , "Nine of the 10 biggest U.S. banks and huge amount of other world-class businesses rely on Verizon's Contact Center solutions to back up their customer relationships and management. We've combined our operational effort with inContact, after an extensive analysis of the players in the market, to launch our successful track record of developing and delivering innovative customer care applications. This global agreement and most new offering are boosting Verizon's strategy to deliver enterprise cloud solutions for multinational and government customers worldwide." Once Virtual Contact Center solutions are cloud-based, there is no significant upfront capital investment, and they can be implemented to grow up and adjust existing customer service operations to more flexibly address changing business needs. In her "Mid-Year 2011 Contact Center Trends Watch List," Elizabeth Herrell, vice president and principal analyst for Constellation Research, wrote: "There is a vast opportunity for businesses who seek for support departmental customer initiatives but lack investments for acquiring the technology infrastructure. Alternatives include estimating outsourcers or switching to cloud-based solutions. Cloud services can inexpensively offer integrated and collaborated solutions to quickly launch customer-support operations." Paul Jarman, inContact CEO, said: "Bringing inContact's award-winning cloud platform and vast 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." Verizon Business delivers integrated IT and communications solutions via its high-IQ global IP and mobility networks to enable businesses to securely access information, share content and communicate. Verizon is rapidly transforming to a cloud-based "everything-as-a-service" delivery model that will put the power of enterprise-class solutions within the reach of every business.


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