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Verizon Teams with inContact
Verizon Teams with inContact to Deliver New Cloud-Based Customer Care Solutions To Serve Business Customers More Effectively
Advanced ‘Virtual Contact Center’ Services Aim to Increase Customer Satisfaction by Providing Communications Options and Faster Responses to Inquiries
NEW YORK – To help multinational businesses and government agencies communicate more effectively with their customers and provide better service, Verizon has teamed with inContact, the leading provider of cloud contact center solutions, to offer an advanced suite of cloud-based Virtual Contact Center services.
The innovative offering, available in January of 2012, will enable customers of businesses and government agencies to choose how they want to contact and interact with the organization. For example, a customer reaching a company by phone would have the option of speaking with a live agent or requesting a call back if one is not immediately available. Customers could also use the Web for an online chat or to get answers to frequently asked questions. Other features include:
- Special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This “first-call resolution” eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers.
- Comprehensive agent desktop tools to help educate and prepare agents to field customer inquiries and resolve them quickly.
Mike Palmer, vice president of enterprise strategy and marketing for Verizon, said, “Nine out of 10 of the world’s leading financial firms and countless other world-class businesses rely on Verizon’s Contact Center solutions to strengthen their customer relationships. We’ve joined forces with inContact, after an extensive review of the players in the market, to build on our successful track record by accelerating delivery of innovative customer care capabilities as part of our strategy to deliver innovative enterprise cloud solutions for multinational and government customers worldwide.”
Since Virtual Contact Center solutions are cloud-based, there is no upfront capital investment and they can be employed to augment and adjust existing customer service operations to more flexibly 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.”
Paul Jarman, inContact CEO, said, “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.”
Verizon Business delivers integrated IT and communications solutions via its high-IQ global IP and mobility networks to enable businesses to securely access information, share content and communicate. Verizon is rapidly transforming to a cloud-based “everything-as-a-service” delivery model that will put the power of enterprise-class solutions within the reach of every business. Find out more at www.verizonbusiness.com.
About inContact
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
About Verizon
Verizon Communications Inc. (NYSE, Nasdaq: VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to consumer, business, government and wholesale customers. Verizon Wireless operates America’s most reliable wireless network, with more than 107 million total connections nationwide. Verizon also provides converged communications, information and entertainment services over America’s most advanced fiber-optic network, and delivers integrated business solutions to customers in more than 150 countries, including all of the Fortune 500. A Dow 30 company with $106.6 billion in 2010 revenues, Verizon employs a diverse workforce of more than 195,000. For more information, visit www.verizon.com.
About ECTtelecom
ECTtelecom is a worldwide master agent for inContact Cloud-Based Call Centers. ECTtelecom provides Call Center Solutions, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. For a no obligation quote CLICK HERE.
MPLS Service Promotion
US MPLS T1 AS LOW AS $368.00
RURAL CONNECTIVITY MULTI-LEC REGIONS ANY BANDWIDTH
MPLS Includes Quality of Service / Class of Service
24 month minimum term required
ECTtelecom MPLS service provides significant advantages for call centers and organizations with one or more sites, including the following functionality, all from one service: WAN between sites; Site to site VoIP; secure Internet access; SIP trunks; secure home workers with private MPLS ADSL connection for voice and data; and multiple QoS at all points to ensure accurate delivery of time critical voice and data.
These services may work independently of one another or together. When these two services work together, SIP acts as the call signaling protocol while MPLS functions as the network forwarding system. When a SIP service is used over an MPLS network, businesses benefit with improved voice quality, improved security, and robust features like video transfer. When the Internet was created, it was not designed to handle VoIP as VoIP was nonexistent at the time.
While the Internet has the ability to handle VoIP, VoIP used with SIP over MPLS networks provides greater benefits and is quickly becoming the new age communication solution. Not only can SIP over an MPLS network handle VoIP, but this new age communication solution can be an asset for Cloud-Based Call Center Solutions Providers such as inContact. As VoIP continues to replace ISDN (Integrated Services Digital Network) telephony services, we will most likely see more businesses opting to use VoIP with SIP over MPLS versus VoIP with the Internet.
For more information about our MPLS Service, SIP Trunking and Cloud-Based Call Center Solutions contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. Please visit our website at https://www.ecttelecom.com – For a no obligation quote CLICK HERE.
VoIP SIP Trunking Quality of Service (QoS)
Actually there are not that many choices for VoIP providers offering Quality of Service (QoS) for SIP Trunk services. Voice Quality (QoS) is the main focus of ECTtelecom in selecting a major carrier for Origination and Termination VoIP SIP Trunking service for our call center and business customers.
VoIP SIP enables multi-location call centers and businesses to streamline the management and reduce costs of managing their communications. With SIP Trunking, you can leverage a centralized IP-PBX in one or more primary locations using an existing private network or MPLS VPN service.
For SIP Trunking Inbound (Toll Free) Outbound Origination and Termination service contact an ECTtelecom SIP Trunking specialist today at Toll Free 800-664-3071, or International 850-936-5887.
MPLS Service
Multi Protocol Label Switching (MPLS) is designed to meet the mandatory characteristics of a large-scale telecommunications carrier class network. MPLS Service uses existing layer 3routing protocols as well as the widely available layer 2 transport mechanisms and protocols.
MPLS Service integrates the best of layer 2 and layer 3 technologies. The key component within a MPLS network is the label switching router (LSR), which is capable of understanding and participating in IP routing, and layer 2 switching. MPLS has provided significant new capabilities in four areas that have ensured its popularity: QoS support, Traffic Engineering, Virtual Private Network, and Multiprotocol Support.
ECTtelecom is a master telecommunications agent that offers MPLS Service wide coverage to reach 1,300+ cities and over 100 counties worldwide. CLICK HERE for a no obligation quote, or call our sales team at USA Toll Free 800-664-3071 or International 850-936-5887.
MPLS Service for Multiple Location Business
MPLS Service enables you to connect your business locations without the need for ATM or Frame Relay. Traditionally, ATM or Frame Relay circuits were needed with dedicated telco lines to connect geographically different locations. MPLS Service not only replaces these technologies, but adds to them, all through the use of internet bandwidth. This is perfect for our customers within the US, as well as our international clients and those in developing areas across the globe.
With MPLS Service, you’re able to connect geographically different locations while converging voice, video and data onto a single IP-based network. You’ll be able to set priority levels for business critical applications (such as voice service) while giving lower priority to things like internet surfing.
To see if MPLS Service is right for your business, call us today at 800-664-3071 for a free consultation.