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Verizon Debuts Contact Center Hub Solution for SMBs
Verizon (News - Alert) has announced that it is venturing deeper into contact center technology with the release of a new product. Verizon Contact Center Hub is a virtual contact center platform that provides companies with the ability to quickly and easily pull their customer support operations together. It includes voice and digital channels, advanced contact routing, outbound dialing functions, third-party app capabilities and workforce optimization tools. The goal, said the company, is to enable businesses to reach customers in new ways and expand their customer bases with increased direct digital and voice communications, using a simple and seamless user experience that natively integrates with popular business applications.
“In a world where businesses are often mobile-first and virtual, it's essential to have a solution that is easy to set up and that enables work from anywhere,” said Alex Doyle, executive director of product management at Verizon Business (News - Alert), in a statement. “With Contact Center Hub, Verizon makes it easy for small businesses to provide paramount customer support experiences to their customers.”
The new solution can be used in a fixed contact center or can be configured to serve a mobile workforce. It’s ideally designed for small to medium-sized businesses (SMBs) and can handle an agent pool of between three and 1,000 workers. It provides multichannel support for voice and SMS text messaging, with plug-ins to over 60 popular customer relationship management (CRM) and help desk applications. Contact Center Hub allows customer service organizations to build interactive voice response menus and smart routing rules to direct callers to the right agent. Agents can collaborate on calls through a shared inbox, apply tags or comments, and assign follow-ups to specific teammates.
"Contact Center Hub from Verizon Business, with its straightforward set-up and deployment, is compelling," said Omdia's Ken Landoline, principal analyst for customer engagement, in a statement. "It presents a cost-conscious, flexible, low-risk solution for businesses needing to improve the customer experience. And end-customers can connect back to SMBs through easy, common channels. For SMBs, needing to upgrade their contact-center solution or looking to move from prem to the cloud, Contact Center Hub deserves consideration.”
Edited by Maurice Nagle