call center technology

Verizon's leading contact center experts can help you to: - Understand your current contact center environment and how it is performing. - Identify and recommend technology and operational improvements. - Create a strategy and implementation roadmap. - Gain better insight throughout the planning lifecycle—from discovery, assessment, strategy, design to implementation.

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.

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.

Our comprehensive IP Contact Center service gives you all the usage-based features you need, and the tools to make near-real time changes quickly and efficiently. VoIP Inbound options include local to global calling with domestic toll-free and local services as well as international inbound that can be layered with dozens of advanced features to fit the needs of your business. Network Manager puts you in control by helping you make quick changes to your calling plans and follow your business in near real time. In addition, you can extract near real-time traffic management reporting so you can have your finger on the pulse of your callers.

A portfolio of interaction services that includes VoIP Inbound and IP Interactive Voice Response (IVR). Our network-based portfolio includes VoIP conversion for reliable termination to Session Initiation Protocol (SIP) devices. With IPCC, you gain the benefits of automatic technology upgrades, a fully managed hosted service and secure connectivity on one of the world's largest IP backbones.

VoIP (Voice over Internet Protocol) is a technology that transports high quality voice calls over the internet instead of a traditional phone network.

Verizon Contact Center Technical Services provides a suite of pre-packaged engagements each designed to deliver measurable business results. They can be used in conjunction with Verizon's entire portfolio of products and services.

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.