What is VoIP Inbound Anti-Fraud and Authentication?

Verizon has teamed with Pindrop to leverage our Media Forking to provide a passive and secure multi-factor call center authentication and anti-fraud service to Verizon IPCC customers. There are 3 service options offered under VoIP Inbound Anti-Fraud and Authentication: Pindrop Protect - Anti-Fraud provides a risk score and call intelligence to the call center in the first few seconds of each call. This score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center. Pindrop Passport - Authentication technology is based on a set of attributes and risk criteria extracted from a call. Scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers. Pindrop Panorama - Anti-Fraud and Authentication combines both services into a single anti-fraud and authentication economical offer.

How to implement Virtual Agent?

- Identify a few use cases to start with that are ideal for self-serve automation and can provide a quick win for call deflection to the contact center - Our CX design consultants will help identify simple, repeatable inquiries or tasks, such as reset password, check order status, and will answer FAQs for your initial implementation - We will build a seamless escalation to human agents, so end-users don't get frustrated - As the business gains insights from analytics on what end-users want to accomplish, Virtual - Agent will learn and we can make adjustments to configurations to improve the customer journey

How does Hosted Intelligent Contact Routing work?

Hosted ICR provides contact-by-contact intelligent call routing through a universal queue that directs each contact to the agent best able to serve each customer's need, whether in a contact center, home office, or at a remote branch office location. Hosted ICR employs your business rules, calling party characteristics, any data requested or provided by the user, as well as any data retrieved from your host computers - all within our network.

How does VoIP Inbound Anti-Fraud and Authentication work?

Utilizing Media Forking, the metadata within the IP header of an inbound call is replicated and sent to Pindrop for analysis. Pindrop's multi-factor solution can passively detect potentially fraudulent callers and authenticate users utilizing patented technologies to determine if a caller exhibits anomalies in their phone number, device, voice or behavior as they naturally engage with a call center. Pindrop's patented Phoneprinting™ technology, Deep Voice™ biometrics, behavioral analytics and Toneprinting™ technology provide an initial and continuous analysis of the call. A Risk Score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center via an API to determine the next steps to take. The call center can route the call to a fraud analyst for further review or analysis. Risk scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers.

How does Unified Customer Experience work?

The contact center agents log into their desktop which is on the dedicated hosted secure cloud to immediately take charge of the daily customer care. Customers are routed to the right agent with the skills necessary to satisfy even the most challenging customers, delivering fast call resolution. Agents can be located virtually anywhere and have the full capability of all the Unified CX features. Supervisors' work days are made easier with visual dash boards, tools for scheduling and skilling agents and intuitive reports that help improve agent performance. Overall, Verizon brings the full capability of the Unified CX contact center right to the desktop, where supervisors easily review teams to better manage call center performance.

What is Network Based IVR?

A service that tightly couples signaling and functionality from our Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. Providing automated attendant treatment and routing for inbound calls using customer inputs and network functionality, IVR enables callers to reach the right resource the first time or to be transferred without having to make a new call.

What is VoIP Inbound Local Origination?

VoIP Inbound Local Origination (VILO) service delivers a consistent caller experience across the customer's U.S. locations and provides centralized call management within Toll Free Network Manager for all of their call center telephone numbers (i.e., Toll Free and Local). All traffic can be centrally managed and has access to all advanced routing features including IVR functionality.

What is VoIP Inbound Anti-Fraud and Authentication?

Verizon has teamed with Pindrop to leverage our Media Forking to provide a passive and secure multi-factor call center authentication and anti-fraud service to Verizon IPCC customers. There are 3 service options offered under VoIP Inbound Anti-Fraud and Authentication: Pindrop Protect - Anti-Fraud provides a risk score and call intelligence to the call center in the first few seconds of each call. This score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center. Pindrop Passport - Authentication technology is based on a set of attributes and risk criteria extracted from a call. Scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers. Pindrop Panorama - Anti-Fraud and Authentication combines both services into a single anti-fraud and authentication economical offer.

How to implement Virtual Agent?

- Identify a few use cases to start with that are ideal for self-serve automation and can provide a quick win for call deflection to the contact center - Our CX design consultants will help identify simple, repeatable inquiries or tasks, such as reset password, check order status, and will answer FAQs for your initial implementation - We will build a seamless escalation to human agents, so end-users don't get frustrated - As the business gains insights from analytics on what end-users want to accomplish, Virtual - Agent will learn and we can make adjustments to configurations to improve the customer journey

How does Hosted Intelligent Contact Routing work?

Hosted ICR provides contact-by-contact intelligent call routing through a universal queue that directs each contact to the agent best able to serve each customer's need, whether in a contact center, home office, or at a remote branch office location. Hosted ICR employs your business rules, calling party characteristics, any data requested or provided by the user, as well as any data retrieved from your host computers - all within our network.

How does VoIP Inbound Anti-Fraud and Authentication work?

Utilizing Media Forking, the metadata within the IP header of an inbound call is replicated and sent to Pindrop for analysis. Pindrop's multi-factor solution can passively detect potentially fraudulent callers and authenticate users utilizing patented technologies to determine if a caller exhibits anomalies in their phone number, device, voice or behavior as they naturally engage with a call center. Pindrop's patented Phoneprinting™ technology, Deep Voice™ biometrics, behavioral analytics and Toneprinting™ technology provide an initial and continuous analysis of the call. A Risk Score — along with the analysis of the caller's voice, device, and behavior — is provided to the call center via an API to determine the next steps to take. The call center can route the call to a fraud analyst for further review or analysis. Risk scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers.

How does Unified Customer Experience work?

The contact center agents log into their desktop which is on the dedicated hosted secure cloud to immediately take charge of the daily customer care. Customers are routed to the right agent with the skills necessary to satisfy even the most challenging customers, delivering fast call resolution. Agents can be located virtually anywhere and have the full capability of all the Unified CX features. Supervisors' work days are made easier with visual dash boards, tools for scheduling and skilling agents and intuitive reports that help improve agent performance. Overall, Verizon brings the full capability of the Unified CX contact center right to the desktop, where supervisors easily review teams to better manage call center performance.

What is Network Based IVR?

A service that tightly couples signaling and functionality from our Advanced Toll Free and IP networks to deliver the intelligent routing and call treatment required by today's contact centers. Providing automated attendant treatment and routing for inbound calls using customer inputs and network functionality, IVR enables callers to reach the right resource the first time or to be transferred without having to make a new call.

What is VoIP Inbound Local Origination?

VoIP Inbound Local Origination (VILO) service delivers a consistent caller experience across the customer's U.S. locations and provides centralized call management within Toll Free Network Manager for all of their call center telephone numbers (i.e., Toll Free and Local). All traffic can be centrally managed and has access to all advanced routing features including IVR functionality.

artificial intelligence for call centers

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Virtual Call Center Software & Virtual Contact Center Solutions

Ensure your remote agents have the right tools on hand to boost productivity and engagement. Set up your agents for success with artificial intelligence (AI) and data analytics tools that enable real-time coaching and knowledge management. Get tools that let you work the way you need. Increase agent productivity with work that is meaningful and engaging using gamification tools. A global bank deployed Virtual Contact Center to improve customer experience (CX) with a unified platform that allows personalized and preferential service while enhancing employee engagement. Give your hybrid and remote agents the ability to respond anytime, from anywhere, to help ensure your customers are always taken care of. Engage customers, empower agents and build personalized experiences that help set your business apart. Enable customer interactions with an advanced, cloud-based contact center platform. Engage your customers through our next-generation cloud contact center. Build customer trust and loyalty by protecting and securing your customer data, operations and enterprise voice traffic, and employees no matter where they work. Secure your inbound call traffic to improve customer experience and ROI. Protect your contact center from inbound fraud and improve customer authentication. Our advanced call analytics technology helps restore trust in the nation's phone network. Learn how customer experience is the new frontline in cybersecurity. Explore how a virtual contact center benefits your enterprise. With the increased demand for a seamless digital customer experience, the role of the chief information officer (CIO) is also undergoing a big transformation. Migrate to a cloud contact-center solution, add self-service/artificial intelligence, or embed conversational AI tools into your existing contact center with our help. Keep your teams, customers and partners connected and engaged wherever work takes them. Use strong security protocols and identification practices to help protect your organization, employees, customers and data wherever work takes them. Call sales,Chat with us,Have us contact you,Already have an account?

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University Call Centers Are Becoming Contact Centers to Improve Education Business

We've got some great deals going on right now exclusively for our online customers... chat now to hear more! University call centers are becoming contact centers to improve learning experiences,Author: Heidi Vella,University call centers are important information hubs for both students and parents. Call center workers provide highly specialized guidance, learning materials and resources to thousands of individuals across the institution every day. What's more, they are often the first point of contact for prospective students and, therefore, need to be easily accessible, efficient and welcoming. If not, the university risks losing applicants. Amid the disruption of the pandemic, university call centers became especially important as epicenters of information for students when learning halted and shifted online. As education remains forever changed by this time in history, the job of a university call center has become more demanding and complex. New solutions are needed. This is why many university call centers are now transitioning into contact centers. Contact centers harness technology to better handle and process the large volume and diverse range of queries a university deals with on a regular basis while also improving the student experience by offering an omnichannel approach to information sharing. Meeting students expectations,Today's students are tech natives. They expect to find answers quickly and through a variety of online mediums. University call centers are designed for this and allow students to access information not only by phone but also in other ways that are most convenient for them: video, email, social media, chat boxes or artificial intelligence (AI) powered chat bots. But this is changing. More university call centers are transitioning to contact centers to meet their growing needs. This upgrade allows universities to use a host of tools to better manage their current and prospective students' needs and queries as they come flooding in at the beginning of a semester. Tools for contact centers,One of the key contact center technologies is artificial intelligence. AI can tap into from university call centers to derive insights on how to make contact centers more efficient and effective. This includes speech analytics to identify pain points and queries that could be more quickly managed by other technologies, such as automation or chat bots. Eventually, this data can be centralized into a unified platform that integrates and analyzes information from multiple sources in a single location to manage a university's changing needs. AI can also help to create an effective queue management system by automating mundane processes and directing or rerouting callers to where their query can be answered the quickest. Additionally, simple solutions, such as call back functions, can mitigate the need for callers to wait on hold for a long time, automatically calling them back instead. Where appropriate—such as for queries that aren't time-critical—students can be directed to get in touch via SMS, email or web chat and receive fast automated replies. For example, a chatbot can provide a correct contact number for health services or direct students to the correct online information, forms or resources, or even schedule appointments. Once on file, they can be contacted automatically with updates via these channels. Along with these technologies, universities should look to train staff to use all the tools at their fingertips efficiently—especially since they may be fairly new to them. This can also help them become more aware of how data can inform their everyday work. Technology, data and highly skilled operatives can make for a powerful customer service experience. Excellent customer service and effective information sharing provides a competitive advantage in terms of winning over prospective students and improving current students' education outcomes. It enables students to spend less time stressing about administrative matters—financial tasks, logistics, etc.—and more time studying. Similarly, passing on educational resources quickly and efficiently will enhance their studying experience, so they can thrive in the university environment. Discover how the Verizon can help your university create tailored student experiences. If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. . * Indicates a required field. We will follow up from your contact request using the information provided. Choose your country to view contact details. Manage your account or get tools and information. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed

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How AI Uses Speech Analytics to Transform Call Centers Business

We've got some great deals going on right now exclusively for our online customers... chat now to hear more! How AI uses speech analytics to transform call and contact centers,Author: Satta Sarmah Hightower,When customers have a question or need to resolve a problem, they'll reach out to your company by email, social media or even in-person. That's why your contact center, also known as a call center, is one of your most important touchpoints for customer service. A report by indicates that 61% of consumers will abandon a company after a poor customer service experience, which may explain why companies are increasingly using AI-driven speech analytics to improve how they engage and serve customers. What is speech analytics?,Speech analytics is the process of analyzing words and phrases to gather data to help gain insights that can improve the customer interaction and experience. These analytics cover a variety of data points, including the call's topic, relevant keywords and phrases, the emotional language the agent and the customer convey, and the amount of talking during the call. How contact and call centers use speech analytics,The gathered data is then converted into text or transcripts for further analysis. Call center speech analytics can be used to better understand pain points that cause customers to abandon their purchase or leave a negative review about the company online. The data can also be used to drive your company's business strategy. For example, if speech analytics in a bank's contact center unearths that many customers take twice as long to complete the bank's online loan application and reach out to the contact center for help, this could signal the bank needs to make changes in its online application process to improve the user experience. The data can also be used to provide insight into agent performance and where your company may need to invest more in training staff or in future process improvements to help agents work more efficiently. Call center speech analytics are an invaluable tool for helping your business grow and strengthen long-term relationships with customers. And with the help of AI, these analytics can be more impactful. The power of AI-enhanced speech analytics,AI brings automation, speed and predictive insights to speech analytics. With the growing volume of data that companies must wade through, standard contact center technologies like CRMs or legacy call tracking software don't offer the advanced capabilities your company needs to make better use of its data. AI helps businesses get real-time insights into interactions and identify patterns and trends that contribute to customer churn, leading to better agent and product performance and service delivery. For example, AI-enhanced analytics could enable a national retailer to automate quality monitoring in its contact centers, which could reduce the need for additional staff and potentially lead to cost savings for the company to reinvest in other business areas. AI-enhanced analytics can also help your business reduce call volume by identifying patterns in repeat calls to help your company make improvements in its brick-and-mortar or online experiences, as well as improve training for agents to be more effective at solving customers' problems. In some cases, AI can provide insights in real time that agents can use to improve their customer interactions. Transform your contact center experience,In a world where every interaction produces a data point that companies can use to better understand their customers, AI is a powerful tool to help your business bridge the gap between what you know and what you don't. To make the best use of contact and call center speech analytics, your company should start by creating a single source of truth for all the data across your organization. That means centralizing your data into a unified platform that integrates and analyzes information from multiple sources in a single location. Along with these technology changes, your company also should equip contact center managers and agents with the tools and training they need to take full advantage of contact and call center speech analytics. Technical and non-technical business users alike need to become more data-aware and use the information at their disposal to help their companies achieve both short- and long-term business goals. Together, with the power of AI and your staff's experience, institutional knowledge, and unique skill set, your company can fully leverage contact and call center speech analytics to meet customers' needs and deliver an experience that makes them more loyal to your brand. Learn more about how Verizon's helped a large retail bank increase customer satisfaction. If you'd like to receive new articles, solutions briefs, whitepapers and more—just let us know. . * Indicates a required field. We will follow up from your contact request using the information provided. Choose your country to view contact details. Manage your account or get tools and information. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed

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