October 03, 2012
Frost & Sullivan Picks Verizon as Market Leader in Hosted IVR Systems
By Shamila Janakiraman
Frost & Sullivan has picked Verizon (News - Alert) Enterprise Solutions for the North American Market Leadership Award for hosted network-based interactive voice response systems.
According to officials, this award authenticates Verizon’s achievement in delivering Hosted IVR, as a business service which serves as the point of first interaction for consumers when they contact a business or government agency.
Verizon’s Hosted IVR or interactive voice response services are designed to increase customer satisfaction by synergizing advanced speech-recognition technology and flexible service options. This is expected to reduce the time customers spend on hold while waiting to speak to a live agent.
IVR directs calls to respective departments as requested by the caller such as to customer services, support, collections or sales. Verizon’s solutions portfolio provides multiple communications channels also, including Web-based services and live chats with service agents, said officials.
“On our busiest days, we’ve been known to handle up to 19 million calls for some of the world's largest banks, retailers and hospitality clients,” said Martin Burvill, senior vice president of global operations for Verizon Enterprise Solutions.
“For companies that require frequent, high-quality consumer interactions, Hosted IVR helps improve productivity, streamline operations and enhance overall customer experience. This award reinforces our proven record of anticipating evolving business requirements and delivering meaningful technology solutions for our customers,” Burvill added.
Frost & Sullivan (News - Alert) analysts enumerated the abilities and advantages that Verizon Enterprise Solutions provide. Verizon serves the needs of various customer requirements through integrated solutions, professional consulting services and strategic partners. The technologies delivered by Verizon recently include Voice Call Back, introduced in April with Virtual Hold Technology (News - Alert) that allows callers to schedule a call back. This eliminates the need to wait on hold to speak to a live agent.
Telefonica Global Solutions and Verizon Enterprise Solutions have come together to meet the growing demand for video meetings. Verizon Immersive Video Exchange and Telefonica (News - Alert) Global Telepresence Exchange customers will now be able to collaborate via Cisco TelePresence.
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Edited by Brooke Neuman