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October 8, 2009

Verizon Business expands voice, web shelf-service offerings

To include consulting and management services

By CBR Staff Writer

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.

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