What do you like best?
The rate of resolution, especially first call resolution is impeccably high and very consistant. This is largely due to the systems used by the agents themselves that I experienced as a former agent.
The ease of use was impeccable, making it very efficient to utilize when handling customer inquiries and performing account maintenance and changes. The contact center solutions were heavily integrated with all the other business systems such as the phone handling system, the virtual training system, and the knowledge database. One could switch between all of the systems with ease, and not have to manually re-enter information as the integration allowed for them to send and receive information between themselves in an intuitive and precise manner.
What do you dislike?
The largest problem with the contact center solutions from Verizon would be the reliability and speed of the systems themselves. They are very slow to start up, contain multiple bugs/glitches that cause large periods of 'freezing', prone to lag, and undergo an above average amount of repair and/or maintenance downtime. This could significiantly impact the quality of service an agent is able to provide due to time mismanagement, and also can reduce an agents statistics within the company.
Recommendations to others considering the product
Be prepared for multiple bugs/glitches and a painstaking amount of lag which can cause customer complaints about the quality of customer service interactions. This is all heavily countered by how fully functional and easy to use the systems / software is, allowing still for a high rate of resolution between the agents and customers so the rate of resolution for your customers will likely maintain a very high percentage.
What business problems are you solving with the product? What benefits have you realized?
Multiple business problems were at the core of the reasons behind the contact center solutions. At the heart is the direct customer to representative connection/resolution service with various input interfaces for the customer and fully functional account lookup, analysis, and modification abilities provided for the agent. This is a huge help as an outsourced service for companies that can not afford a fully functional customer contact solution during their startup. The software systems which are utilized allowed for a centralized location to analyse a customer's account information, make necesarry and immediate (or deferred) changes, and search through multiple company databases or other customer accounts for research and other service reasons - everything that is needed to provide the opportunity for immediate resolution of the customer's issues. The integration truly is remarkable and only so much can be said due to privacy disclosures and agreements required of current and former employees..