Verizon's Virtual Contact Center solutions are (VCC) network-based platforms that provide a suite of services that include: multi-channel Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Voice Recording, Screen Capture, and advanced reporting. Verizon's VCC provides a tool that will empower Agencies to offer convenient and flexible contact mediums. Using Voice, Email, and Chat, Agencies will be able to handle every contact effectively in one unified contact handling strategy. Verizon's Virtual Communications Center for Government is built on the NICE inContact CXone Customer Experience Platform is FedRAMP authorized.
- VCC is a complete hosted contact center solution providing agencies with a comprehensive set of contact center tools. With these solutions an agency will have the ability to continue to leverage their investment of current contact center infrastructure while utilizing the latest technologies. VCC will enable the customer to choose how they want to interface with an agency and provide the agents with the information they need to reduce call handling times and increase first call resolution. With an internet connection, a PC, and a telephone line, your agents can work from virtually any location and function as if they are in one single location. With VCC, the technology is ready for an agency when they need it - they can deploy the capabilities they need in a pay as you go structure. VCC for Government will provide will provide confidence the platform meets government security directives.
- Verizon's VCC allows an agency's customers to choose the method of contact most convenient to them. Customers can contact an agency's contact center via phone, e-mail, or the agency's website. They can leave a voice e-mail, wait in queue for the next available customer service agent, or they can request a call back from an agent. With a comprehensive set of routing options agencies can improve their customer experience and increase first call resolution. Inherent contact reporting will provide customers with real time and historical reports ensuring the customer is meeting their internal contact handling metrics.
- VCC services provide a comprehensive set of tools that will fit any opportunity. From the smallest new contact center to complex enterprise solutions, VCC will allow Agencies to provide exceptional customer service. Utilizing the PCI compliant VCC for Government platform will provide agencies that require that additional peace of mind once FedRAMP Authorized.
- The HIPAA ready and PCI complaint commercial VCC (non-FedRAMP) version of our offer is also available to public sector agencies that include additional advanced features such as Work force Optimization and Echo Surveys and include social media as a contact method.
