Call Center/Customer Contact Center Services

Call Center/Customer Contact Center Services (CCS) provides services and personnel so that customers can provide a standardized, streamlined, uniform service across multiple contact channels (voice, fax, email and Internet). We can provide a single network call queue or multiple call queues, among other services.

• Multiple Contact Channels. Verizon has chosen TeleTech, a proven industry leader in CCS that allows Verizon to efficiently and effectively deliver customer service to Agencies' clientele across multiple contact channels, including voice, fax, email and Internet. Verizon understands that high-end CCS often are Agencies' first line of customer-facing interaction.
• Options for Your Agency. Depending on Agency need, Verizon will provide a single network call queue or multiple call queues. Our scalable, end-to-end CCS solutions for Networx customers include: highly trained Agents to provide the most effective live support service possible; a Centralized Data Center and Customer Management Centers to manage the flow of traffic; and additional specialized technology support from Avaya, Cisco, IBM, Dell, EMC, Oracle, and other leading companies.

Verizon CSS offers quality assurance, workforce management and multimedia routing for your customers:

• Centralized Global Platform. The Verizon CCS solution features a comprehensive service platform known as Hosted Information Routing (HIR). Based on a combination of Verizon support, service infrastructure, converged network, and Avaya's ACD/PBX functionality, HIR gives customers access to capabilities such as quality assurance, workforce management, and multimedia routing. The ACD/PBX collects and routes telephone call to Agents, and converts calls from traditional formats, such as TDM, to formats that can be carried by a data network to their agent recipient. Standard ACD functionality includes advanced call treatment capabilities, such as rules-based routing, multi-skilled expert agent selection, call prompting, announcements, and custom music-on-hold capabilities. The technology platform supporting the CCS solution includes switched digital and IP services provisioned on the Verizon digital network (public and private). Customers can utilize the CCS solution immediately, and migrate to Verizon IPVTS bridges when they're ready.
• On Demand Provisioning. The Verizon CCS network is provisioned based on customer demand. Switch and reservation statistics are gathered daily to obtain a clear understanding of network utilization. Capacity is maintained at a minimum level of 25 percent above anticipated call volume, which enables Verizon to endure unforeseen issues and ramp up to meet demand.
• Security and Resiliency. Verizon's core network design follows Cisco's AVVID design recommendation for implementing a highly redundant secure network. Each uplink on a single switch connects to each core 6509 for a more highly redundant connectivity module. This design enables Verizon to add servers and distribution switches as needed without affecting the architecture and security design. This solution provides fast failure recovery because each distribution switch maintains two equal cost paths in the routing table to every network.
• Converged Networking. Verizon's data center, data connection and Customer Premise Equipment have been specially configured to accommodate the delivery of both traditional data packets and latency-sensitive multimedia packets such as Voice over IP (VoIP). After a subscribing Agency deploys a Verizon data router in its facility, Verizon will configure PCs and a network that meets the minimum LAN specification for VoIP and other converged environmental services. To ensure the uptime that call center operators demand, all components of the converged network are monitored by a Verizon Network Operations Center (NOC) using state-of-the-art network monitoring and troubleshooting solutions that include HP Openview, Net-Scout, CiscoWorks, among others.