Verizon Virtual Contact Center improves customer experience interactions with new digital solutions
11 Janvier 2023 - 3:04PM
Verizon Business today announced a new suite of digital engagement
capabilities for the Verizon Virtual Contact Center (VCC) to
enhance the end-to-end digital customer journey from virtually
anywhere and at any time. With a focus on creating smart,
connected, self-service and human-assisted interactions throughout
the entire customer journey, the latest VCC digital solutions were
designed to facilitate exceptional customer experiences.
“In the past few years, the contact center has undergone a
digital transformation, which is prompting the end-to-end customer
journey to evolve in kind. With more customers turning to digital
channels outside of the contact center to kickstart their issue
resolution, companies need a holistic strategy for managing
customer entry points. The Verizon Virtual Contact Center
anticipates and addresses those digital-first interactions,
allowing organizations to deliver improved, personalized customer
experiences,” said Debika Bhattacharya, Chief Product Officer,
Verizon Business.
As the nerve center where customer experience paths meet, the
contact center experience can no longer afford to be one that is
considered reactionary and transactional. Customers today expect
companies to address their full range of “needs'' effortlessly
across any channel, and with a seamless transition to human agents
when necessary. Many organizations, however, don't have the
necessary insight into how all their digital entry points and
customer experience interactions can be coordinated to get the most
from search engines, mobile/desktop apps, websites, and social
media.
To reduce friction along the customer journey, VCC provides
entirely new ways to digitally transform the customer experience
(CX):
- VCC Guide provides self-service, contextual
guidance for web and mobile experiences
- VCC Expert is a smart knowledge management and
content optimization tool that optimizes content to shape the
customer journey
- VCC Enlighten XO builds smarter applications
using auto-generated insights through artificial intelligence (AI)
that’s based on actual CX conversation data
- VCC SmartAssist powered by Amelia is a smart
conversational AI that can resolve customer and employee issues in
a more natural way
According to the NICE 2022 Digital-First Customer Experience
Report, 81% of customers will first try to solve their problems on
their own using web search or self-service. Sold separately or as a
bundle, these latest VCC digital solutions are vendor agnostic and
can be bolted on top of any existing contact center solution to
help address individual entry points and support the customer's
complete digital journey. By empowering customers with the most
relevant content for self-service success and faster, more accurate
agent-assisted answers, organizations will be better equipped to
address their customers’ needs with fewer transfers and
callbacks.
With these latest digital solutions added to the Verizon Virtual
Contact Center, organizations can meet their customers wherever
they are in their digital journey. For more information, visit the
Verizon Virtual Contact Center.
Verizon Communications Inc. (NYSE, Nasdaq: VZ) was formed on
June 30, 2000 and is one of the world’s leading providers of
technology and communications services. Headquartered in New York
City and with a presence around the world, Verizon generated
revenues of $133.6 billion in 2021. The company offers data, video
and voice services and solutions on its award-winning networks and
platforms, delivering on customers’ demand for mobility, reliable
network connectivity, security and control.
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Media contact: Erin
Cheevererin.dowling@verizon.com
Verizon Communications (NYSE:VZ)
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