Tuesday, March 07, 2006

Verizon Business Adds VoIP to Contact Center Service Suite

Verizon Business, a premier provider of advanced global communications and information technology (IT) solutions, today announced that it has added Internet protocol capability to its Verizon Web Center service, enabling businesses to more effectively communicate with customers using both traditional and IP telephony.

Available this month, IP Web Center, a hosted contact center solution, will allow companies to quickly start up or expand their customer communications operations in response to rapidly changing business plans or business continuity requirements.

"Verizon Business is marrying its IP and contact center services expertise to deliver one of the industry's first end-to-end IP contact center solutions," said Nancy Gofus, vice president of product management, Verizon Business. "By combining the power of Verizon Web Center with our Verizon voice-over-IP suite of services, businesses can reap the benefits of VoIP across their entire enterprise operations and achieve new capabilities and cost savings afforded by IP Telephony."

In addition, through a series of new Web Center enhancements, Verizon Business is making the jobs of agents, supervisors and administrators easier than ever before.

Customer service agents can personalize their voice mail greetings to enhance customer interactions. Agents also can obtain more information about a customer's history and can supervise call transfers to speed customer support. Customers can now use IP technology to fully explore the benefits of remote agents with Web Center's inbound and outbound call handling capability, meaning geographically dispersed agents can now have a local presence from anywhere.

Supervisors can better manage agents and improve service performance while controlling costs with new call-control screening and use of virtual network computing and guest access.

Management can build business rules and routing strategies for all contact center projects through Verizon Business' addition of overflow capabilities, creation of guest supervisors, pre-announced caller information (whisper announcements) and enhanced statistical information.

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