Verizon Business has expanded its suite of professional services to include consulting and management services to help customers integrate Identity and Access Management into their voice and web self-service offerings. This will enable customer-contact center end users to engage in transactions with businesses or agencies, using either voice phone prompts or the business website.
Verizon Business said that it is working with speech-recognition vendors to enable customers to deploy advanced, automated speech services for their end-users. It is also creating tailored voice self-service offerings to expedite service to enhance end-user experience by reducing their time spent on hold, while freeing up agents to handle revenue-generating opportunities.
The company added that the professional services for customer self-service offerings allow customers to seek assistance from Verizon Business at any point they are faced with challenges in implementing a voice or web self-service offering that supports their business and financial goals, projected image and market strategy, call center infrastructure and processes, and end-user needs.
Kerry Bailey, senior vice president of global services at Verizon Business, said: Businesses are always looking for ways to improve customer service, and Verizon Business now can unite voice and Web-based applications to help businesses meet their customers’ needs efficiently and securely, wherever they are.
We can help transform traditional call centers into modern contact centers with state-of-the-art self-service capabilities. And by integrating essential security features, we’re enabling end-users to more simply safeguard their confidential information.
