Call center

Verizon, inContact team up to offer cloud-based customer care solutions

Verizon has teamed up with inContact to offer an advance suite of cloud-based Virtual Contact Center services.

The service, which will be available starting January 2012, promises to help multinational business and government agencies communicate more effectively with customers.

“Bringing inContact’s award-winning cloud platform and deep experience with highly satisfied customers to Verizon’s world-class suite of Contact Center solutions will help to accelerate cloud-based customer contact solution adoption. Together with Verizon’s global reach and world-class sales and service teams, we will be able to shape and meet the growing demand for these compelling and cost-effective customer-facing capabilities,” said Paul Jarman, inContact CEO.

Mike Palmer, vice president of enterprise strategy and marketing for Verizon, meanwhile, said the move is part of Verizon's strategy to deliver enterprise cloud solutions for multinational and government customers.

One of the features of the new product is a special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers. Comprehensive agent desktop tools are also made available to help educate and prepare agents to field customer inquiries and resolve them quickly.

Since Virtual Contact Center solutions are cloud-based, Verizon and inContact stressed that there is no upfront capital investment for companies. The service can be also employed to augment and adjust existing customer service operations to  address changing business requirements.

In her 'Mid-Year 2011 Contact Center Trends Watch List,' Elizabeth Herrell, vice president and principal analyst for Constellation Research said there is a big opportunity for companies who need to support departmental customer initiatives but lack budgets for acquiring the technology infrastructure.

"Alternatives include evaluating outsourcers or considering cloud-based services. Cloud services can inexpensively offer bundled solutions to quickly launch customer support operations,” she said.