The analyst firm, Frost & Sullivan, awarded Verizon Business (News - Alert) with its North American Leadership Award for Hosted Contact Center Services. This is the second consecutive year that Verizon Business has received this award.

 

Frost & Sullivan’s (News - Alert) research focuses on the features and benefits of Verizon Business’ hosted contact center product suite, including Web Center, Hosted Intelligent Contact Routing (ICR) and ICR Integration. The company received Frost & Sullivan’s Market Leadership Award for Hosted Interactive Voice Response (IVR) services.

The new research is positioned as underscoring both Verizon Business' competitive position with its multinational customers and its breadth of offerings for enterprises of all sizes. Frost & Sullivan is a significant name in the global industry and this recognition helps to further solidify Verizon Business’ leadership in its field.

"Verizon Business offers one of the industry's most comprehensive suites of traditional and next-generation IP telephony solutions," commented Strategic Analyst, Michael DeSalles.

"The company's robust product portfolio, broad customer base and ability to leverage its core strengths have been instrumental in solidifying its leadership position in the hosted contact center marketplace,” added DeSalles.

Mike Marcellin, vice president of global product marketing for Verizon Business, explained, "We designed our expansive contact center portfolio to support our customers' evolving needs, and we are committed to delivering innovative and flexible solutions that help our customers to grow their business and improve their level of customer service."

With its research, Frost & Sullivan noted how Verizon’s Web Center product differs from traditional premises-based contact centers. This fully managed, network-based automatic call distribution offering integrates numerous multimedia options through a single point of control. In its report, the analyst firm praises Verizon’s Web Center solution for its simplicity, flexibility, ease of use and cost efficiency.

The report also highlighted the strength of Verizon’s Hosted ICR. This solution is comprehensive, managed and network-routed to intelligently route multimedia transactions, including voice, e-mail, chat, Web call back and Web collaboration, for contact centers.

Hosted ICR makes it possible for customers with multiple contact centers to operate as one virtual enterprise, regardless of carrier or environment. Verizon's Hosted ICR is based on software from market leader Genesys (News - Alert), an Alcatel-Lucent subsidiary company.

The contact center industry is one that is dynamic, requiring solutions that can deliver a high level of support at each turn. Verizon Business understands the challenges within the industry and the necessary solutions that the contact center needs to operate efficiently and productively.

This recognition by Frost & Sullivan not only helps to solidify Verizon Business as a premier provider in the industry, it also strengths its overall position in the North American market.