Today we return to news coming from Verizon and the hosted contact center market: Verizon has teamed with inContact to deliver new cloud-based "virtual contact center" services. The offer will enable customers of businesses and government agencies to choose how they want to contact whether by phone, by requesting a call back, or using the Web for an online chat.
Other features include:
• Software to direct specific customers to agents with the appropriate level of expertise.
• Agent desktop tools to help educate and prepare agents.
• Prepackaged options to ease integration with other business back office systems.
Commenting on the new service in a statement, Mike Palmer, vice president of enterprise strategy and marketing for Verizon, said, "This strategic agreement and latest offering are advancing Verizon's strategy to deliver enterprise cloud solutions for multinational and government customers worldwide."
In a follow-up call we had with Verizon's Lori Anne Pollock, group manager of Verizon Contact Center Services Product Management and inContact CMO, Mariann McDonagh, Pollock noted that Verizon had selected inContact from a variety of competitors -- choosing this partnership because it met all the Verizon requirements for factors like ease of integration and inContact's focus on the contact center market.
Pollack further touted the new service as well-suited to meet the needs of small business ranging up to large enterprises. Pollack also said that Verizon, which has been offering hosted contact center services for more than a decade, will continue to support its existing portfolio of hosted and premise-based contact center solutions. She concluded by emphasizing that the latest hosted solution helps users avoid significant startup costs associated with premise-based systems, especially given the pricing options Verizon offers.
The new service will be available for customers in the United States starting in January 2012, with support in Europe and Asia-Pacific coming later next year.