Verizon Business is launching a new sutie of digital engagement capabilities for the Verizon Virtual Contact Center designed to improve the end-to-end digital customer journey via a focus on smart, connected, self-service and human-assisted interactions.
The company aims to reduce the friction along the customer journey and address their needs across any channel and facilitate exceptional customer experiences, Verizon says in a press release. The new features come as the contact center undergoes a digital transformation as customers are turning to digital channels outside the contact center to kickstart their issue resolution.
Now, companies need a holistic strategy for managing customer entry points, says Debika Bhattacharya, chief product officer of Verizon Business.
“The Verizon Virtual Contact Center anticipates and addresses those digital-first interactions, allowing organizations to deliver improved, personalized customer experiences,” Bhattacharya says.
The new features include:
- The Verizon Virtual Contract Center (VCC) Guide that provides self-service, contextual guidance for web and mobile experiences
- VCC Expert, a smart knowledge management and content optimization designed to shape the customer journey
- VCC Enlighten XO to build smarter applications using auto-generated insights through AI based on actual customer experience conversation data
- VCC Smart Assist, powered by virtual agent Amelia, to help resolve customer and employee issues in a more natural way.
Citing the NICE 2022 Digital-First Customer Experience Report, Verizon says 81% of customers will first try to solve their problems on their own using web search or self-service tools. The company says its new tools are vendor-agnostic and can be bolted on top of any existing contact center solution to help address individual entry points and support the customer’s digital journey.
“By empowering customers with the most relevant content for self-service success and faster, more accurate agent-assisted answers, organizations will be better equipped to address their customers’ needs with fewer transfers and callback,” the company says.
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