Verizon Business Receives 2007 Frost & Sullivan Market Leadership Award for Hosted IVR Contact Center Services
BASKING RIDGE, N.J. - Verizon Business is the 2007 recipient of Frost & Sullivan's Market Leadership Award for Hosted Interactive Voice Response (IVR) services. A new report from Frost & Sullivan, an industry analyst firm, highlights Verizon Business' continual demonstration of contact center solutions to meet the needs of its large-business and government clients.
A key component of the Verizon Business Contact Center portfolio, the Hosted IVR product line includes Enhanced Call Routing (ECR), Global ECR, Speech Services, and Internet Protocol (IP) IVR. Verizon Business was selected for the award after attaining market leadership through the development and delivery of these services for its customers. Frost & Sullivan found that Verizon Business displayed excellence in all aspects of the market leadership process, including identifying market challenges, drivers and constraints, and for developing and executing a strategic plan to address these market dynamics.
"Verizon Business has a long heritage and significant strengths within the hosted contact center services market," said Seema Lall, contact center strategic analyst, Frost & Sullivan. "Hosted IVR services represent a strategic growth market for the company and one that it has penetrated with a great deal of success and demonstrated leadership. Verizon Business has excelled in staying ahead of the curve in understanding and responding to its customers' requirements."
Verizon Business enables customers to integrate contact center data and voice applications, to manage geographically dispersed operations and help companies transition at their own pace from Time Division Multiplexing (TDM), a method for sending multiple digital signals along a single telecommunications transmission to IP.
"Going forward, Verizon Business' expansive IP infrastructure will allow the company to retain its lead in the Hosted IVR market by controlling costs and cutting time-to-market for innovative new capabilities," continued Lall.
Using the advanced capabilities of the Verizon Business Customer Center, Contact Center Service customers can order products, manage their networks, view and pay invoices, and access tools and tickets. These capabilities include Verizon IP Toll Free, which routes incoming toll-free calls over IP to enable support of multiple-contact media, such as phone calls, e-mail, or instant messaging from around the globe; and Verizon Business' Dashboard feature, which empowers customers with a view of their network from one portal.
Frost & Sullivan also determined that in addition to leading technology, a key advantage for Verizon Business is the company's ability to address customer needs via integrated solutions. They include Intelligent Call Routing (ICR), as well as Automatic Call Distribution (ACD), workforce management, and quality monitoring.