Contact Center Solutions Featured Article

Frost & Sullivan Recognizes Verizon for Contact Center and Professional Services

June 15, 2010

For the fourth consecutive year, Verizon Business has been chosen as North American Market Leadership Award for Hosted Contact Center Services by Frost & Sullivan.

According to the new report of Frost & Sullivan, 'Market Share Leadership, Hosted Contact Centers,' the hosted contact center market is becoming more varied and complex and it is significant to maintain the leadership position continuously for a long period.
The report singles out Verizon Business' expert professional services team, which can assist customers in building or redesigning contact centers, developing effective business processes, training agents, and ensuring that contact centers have the best technology to suit customers' needs.   
Keith Dawson, principal analyst, Frost & Sullivan, in the report said that the professional services organization provides custom development and consulting services to its client base, helping set Verizon Business apart from the competition in an important way, and it is a critical asset in helping the company continue its market share leadership going forward, as the momentum shifts from smaller, turnkey hosted deployments towards more complex, enterprise-level installations with more integrations required.
Frost & Sullivan highlights two recent enhancements to Verizon Business' Web Center and VoIP Inbound services:
  • Web Center Voice -- Last year, Verizon Business began offering its Web Center service in a voice-only package.
  • VoIP Inbound with Local Originations -- Verizon VoIP Inbound enables businesses to manage their incoming calls, tightly coupling signaling and functionality from Verizon's advanced toll-free and IP networks to deliver intelligent routing and call treatment that contact centers require. 
Verizon Business has forged alliances with leading technology vendors, such as Genesys from Alcatel-Lucent, which has named Verizon its 2009 Partner of the Year in North America. Hosted ICR, an example of the collaboration between the two companies, is a fully managed and hosted Genesys service that is powered by Verizon Business' robust and extensive network. 
In related news, Verizon Wireless solutions are supporting utilities' smart grid projects.

Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of Anuradha's article, please visit her columnist page.

Edited by Alice Straight