Latest Award Recognizes Company's Innovative Contact Center Offerings
BASKING RIDGE, N.J., July 17 /PRNewswire/ -- Frost & Sullivan has
recognized Verizon Business with the analyst firm's North American
Leadership Award for Hosted Contact Center Services, for the second
consecutive year.
Frost & Sullivan's research highlights the features and benefits of
Verizon Business' robust hosted contact center product suite, including Web
Center, Hosted Intelligent Contact Routing (ICR) and ICR Integration. The
award represents the third time in two years that Frost & Sullivan has
honored Verizon Business for its contact center solutions. Last year,
Verizon Business also received Frost & Sullivan's Market Leadership Award
for Hosted Interactive Voice Response (IVR) services.
The new research underscores both Verizon Business' competitive
position with its multinational customers and its breadth of offerings for
enterprises of all sizes.
"Verizon Business offers one of the industry's most comprehensive
suites of traditional and next-generation IP telephony solutions," comments
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."
Mike Marcellin, vice president of global product marketing for Verizon
Business, said: "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."
Frost & Sullivan's research noted how Verizon's Web Center product, a
fully managed, network-based automatic call distribution offering, differs
from traditional premises-based contact centers by integrating numerous
multimedia options through a single point of control. The report praises
Verizon's Web Center solution for its simplicity, flexibility, ease of use
and cost efficiency.
Frost & Sullivan also cited the strength of Verizon's Hosted ICR, a
comprehensive, managed, network-routing solution that intelligently routes
multimedia transactions -- such as voice, E-mail, chat, Web call back and
Web collaboration -- for contact centers. Hosted ICR gives customers with
multiple contact centers the power to operate as one virtual enterprise,
regardless of carrier or environment. Verizon's Hosted ICR is based on
software from market leader Genesys, an Alcatel-Lucent subsidiary company.
The company recently announced Verizon Business' Gold Certification in the
United States and Canada for completing extensive training on its products
and services, demonstrating Verizon's commitment to customer service
excellence.
Additionally, Frost & Sullivan singled out Verizon's ICR Integration,
which enables customers to put their intelligent routing service in the
network and integrate it with Enhanced Call Routing (ECR), a network-based
interactive voice response service that provides automated-attendant
treatment and routing for inbound calls.
For more information regarding Verizon Business contact center
solutions, visit http://www.verizonbusiness.com/products/contactcenter/.
About the Frost & Sullivan Award for Market Leadership
The Frost & Sullivan Award for Market Leadership is presented to the
company that has exhibited market share leadership through the
implementation of market strategy. The recipient has displayed excellence
in all areas of the market leadership process, including the identification
of market challenges, drivers and restraints, as well as strategy
development and methods of addressing these market dynamics. Furthermore,
the Award recipient has continually demonstrated solutions for monitoring
market changes and for implementing superior market strategies. By
utilizing these strategies for success, the company has established itself
as the market share leader in its respective industry.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, partners with clients
to accelerate their growth. The company's Growth Partnership Services,
Growth Consulting and Career Best Practices empower clients to create a
growth-focused culture that generates, evaluates and implements effective
growth strategies. Frost & Sullivan employs over 45 years of experience in
partnering with Global 1000 companies, emerging businesses and the
investment community from more than 30 offices on six continents. For more
information about Frost & Sullivan's Growth Partnerships, visit
http://www.awards.frost.com.
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE: VZ), operates
the world's most connected public IP network and uses its industry-leading
global-network capabilities to offer large-business and government
customers an unmatched combination of security, reliability and speed. The
company integrates advanced IP communications and information technology
(IT) products and services to deliver leading enterprise solutions
including managed services, security, mobility, collaboration and
professional services. These solutions power innovation and enable the
company's customers to do business better. For more information, visit
http://www.verizonbusiness.com.
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