MANILA, Philippines, Jan 17, 2012 -- US communications and technology provider Verizon Communications Inc. has partnered with inContact, provider of cloud contact center solutions, to offer a suite of cloud-based virtual contact center services beginning January 2012.
The innovative offering is expected to enable customers of businesses and government agencies to choose how they want to contact and interact with the organization. Its rich features provide customers an option of speaking with a live agent or requesting a call back if one is not immediately available. Customers could also use the Web for an online chat or to get answers to frequently asked questions.
Other features include:
• Special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This "first-call resolution" eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers.
• Comprehensive agent desktop tools to help educate and prepare agents to field customer inquiries and resolve them quickly. The partnership between Verizon and inContact is expected to help accelerate the adoption of cloud-based customer contact solutions in the Philippines, India and other markets with strong contact center industries. Several technology research firms have already tagged 2012 as the year of cloud solutions.
Verizon, which is present in more than 100 countries including the Philippines, said that since virtual contact center solutions are cloud-based, there is 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.
About inContact: inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
About Verizon: Meeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of the world’s most connected IP networks. We combine our broad range of strategic solutions, services, and expertise to help some of the world's largest organizations - including 96% of the Fortune 1000 - and governments - meet the challenges of their increasingly extended enterprises.
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