Verizon Intelligent Call Back Capabilities Powered by Mindful by Medallia Now Available on CALNET

Rhea-AI Summary

Verizon partners with Mindful by Medallia to offer customer-led callback scheduling and virtual queue solution through Voice Call Back services in California, aiming to enhance customer satisfaction and reduce wait times.

SACRAMENTO, Calif., March 27, 2024 (GLOBE NEWSWIRE) -- Verizon announced today that state agencies in California can now procure Mindful by Medallia, a customer-led callback scheduling and virtual queue solution, through Verizon’s suite of contact center services, now listed as Voice Call Back (VCB) services in the CALNET DNCS (CALNET NextGen) contract vehicle under Category 27. Verizon partners with Mindful by Medallia to offer these callback options to alleviate customers waiting on hold, free up infrastructure, and increase customer satisfaction.

“At Verizon Business, our mission is to deliver cutting edge technologies and innovations, helping to empower our public sector partners to better serve their stakeholders and constituents,” said Jay LaValley, senior director for Verizon Public Sector’s west region. “Nobody likes to wait on hold, especially when they’re in need of a critical service.”

“By eliminating unnecessary hold time and repeat calls, even the most complex government call centers can unlock significant cost savings,” said Lee Becker SVP and Executive Advisor at Medallia.

Through the enhanced technologies and capabilities associated with Verizon VCB services, like increased workforce efficiency, improved customer experience and a reduced number of abandoned calls, agencies utilizing Verizon’s service can better serve state constituents through alleviating call center volume and reducing hold times, saving valuable taxpayer dollars and boosting agency efficiency.

For more information on Verizon’s public sector initiatives across California, please visit our website.

Media contact:
Geoffrey Basye
geoffrey.basye@verizon.com
(202) 748-1882

 

FAQ

How can state agencies in California procure Mindful by Medallia's callback scheduling solution through Verizon?

State agencies in California can now procure Mindful by Medallia's callback scheduling solution through Verizon's Voice Call Back services.

What is the contract vehicle under which these services are listed?

These services are listed under Category 27 in the CALNET DNCS (CALNET NextGen) contract vehicle.

How does Verizon aim to alleviate customer wait times with these services?

Verizon aims to alleviate customer wait times by offering callback options to customers waiting on hold, freeing up infrastructure, and increasing customer satisfaction.

What benefits do agencies utilizing Verizon's service receive?

Agencies utilizing Verizon's service can benefit from increased workforce efficiency, improved customer experience, reduced number of abandoned calls, and cost savings.

Who are the key partners in providing these services?

Verizon partners with Mindful by Medallia to offer these callback options.

How can these services help government call centers?

By eliminating unnecessary hold time and repeat calls, even complex government call centers can unlock significant cost savings.

What are the key goals of Verizon's public sector initiatives in California?

Verizon aims to empower public sector partners to better serve stakeholders and constituents by delivering cutting edge technologies and innovations.

How can agencies better serve state constituents through Verizon's service?

Agencies can better serve state constituents by alleviating call center volume, reducing hold times, saving taxpayer dollars, and boosting agency efficiency.

Who is the senior director for Verizon Public Sector's west region?

Jay LaValley is the senior director for Verizon Public Sector's west region.

Who is the SVP and Executive Advisor at Medallia?

Lee Becker is the SVP and Executive Advisor at Medallia.