Verizon Virtual Contact Center improves customer experience interactions with new digital solutions

Rhea-AI Summary

Verizon Business has launched a suite of digital engagement capabilities for its Virtual Contact Center (VCC), aiming to enhance the entire digital customer journey. This new framework includes solutions like VCC SmartAssist, VCC Guide, VCC Expert, and VCC Enlighten XO. These tools are designed to facilitate seamless customer interactions, offering self-service and AI-driven assistance. The vendor-agnostic solutions can be integrated with existing contact center systems, providing organizations with the flexibility to enhance customer experience across various digital channels.

Positive

• Launch of new digital engagement tools enhances customer experience.
• Solutions are vendor-agnostic, allowing integration with existing systems.
• Focus on self-service and AI-driven customer interactions improves efficiency.

Negative

• None.

What you need to know:

• Latest VCC framework delivers frictionless digital experiences across every customer journey
• As vendor-agnostic solutions, VCC SmartAssist, VCC Guide, VCC Expert and VCC Enlighten XO can be bundled together or sold separately to help with a customer's complete digital journey

NEW YORK, Jan. 11, 2023 (GLOBE NEWSWIRE) -- 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.

VERIZON’S ONLINE MEDIA CENTER: News releases, stories, media contacts and other resources are available at verizon.com/news. News releases are also available through an RSS feed. To subscribe, visit www.verizon.com/about/rss-feeds/.

Media contact:
Erin Cheever
erin.dowling@verizon.com

FAQ

What are the new digital engagement capabilities launched by Verizon in January 2023?

Verizon launched a suite of digital engagement capabilities for the Verizon Virtual Contact Center, including VCC SmartAssist, VCC Guide, VCC Expert, and VCC Enlighten XO.

How do the new VCC solutions improve customer experience?

The new VCC solutions enable seamless transitions between self-service and human assistance, optimizing interactions across digital channels.

Are the new VCC tools specific to Verizon's systems?

No, the VCC tools are vendor-agnostic and can be integrated with existing contact center solutions.

What is the main goal of Verizon's Virtual Contact Center enhancements?

The main goal is to reduce friction in the customer journey and provide personalized experiences through advanced digital capabilities.

When was the announcement of the new VCC solutions made?

The announcement was made on January 11, 2023.