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Verizon Improves Customer Experience Interactions with New VCC Digital Solutions #contactcenterworld "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. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, January 12, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |