Exceptional customer experiences powered by exceptional technology
Customer engagement technologies play a key role in improving experiences. Whether it’s customers needing information or support, or constituents engaging with government agencies, artificial intelligence (AI) and next-gen technologies can elevate personalized experiences with seamless, instant and consistent interactions that people crave. Plus, they can help save you time and money.
Our products and tools
Verizon Conversational IVR
Verizon CIVR uses speech technology powered by AI to deliver an intuitive customer service experience that can help callers resolve issues on their own.
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The Verizon CIVR difference
Our cutting-edge features can help you deliver a better customer experience.
Personalized, proactive experience
Match phone numbers with customer data to identify callers and create more personalized experiences that can anticipate customer needs.
Virtual Agent
As an AI-powered digital self-assistant, Virtual Agent helps you deliver automated and personalized self-serve experiences that are consistent across your digital channels.
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Intelligent interactions
Deliver relevant responses and take advantage of AI to continually learn how to improve interactions.
Automated tasks
Offload basic, high-volume tasks while routing sensitive and more complex issues to live agents.
Knowledge Assist
Use AI and machine learning to help agents in your contact center quickly find answers to customer or constituent issues in an accurate and consistent manner.
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Complex, relevant answers
Get accurate answers to questions and guidance from sources that might include images, video and web pages.
Single source of truth
Use workflow automation to collaboratively build content that all agents in your organization can use.
Live Agent
Give customers on your website, mobile app or messaging platform instant access to agents via chat, voice or video.
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Enhanced efficiency
Allow your agents to easily manage multiple chat interactions at once.
In-context escalations
Pass along conversations and data from virtual agent to human agent so customers don’t need to retell their story.
Social Engagement
Enable your marketing and digital teams to listen to, chime in on and analyze social conversations about your brand.
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Impactful engagements
Identify high-priority posts and create meaningful one-on-one engagements with consumers and influencers.
Social analysis
Discover your share of voice and get actionable insights on language, emotion and tone of voice.
Insights and resources
Sharpen your competitive edge.
This Frost & Sullivan report helps demonstrate how to bring a competitive edge to your contact center with the advanced data, tools and systems that your employees need to best perform their roles–regardless of location. Read the paper
Download Chapter 1 Infographic
Recursos
How AI improves the customer experience
When you learn about AI from a customer experience (CX) perspective, you discover that it can have a broad impact on organizations and the benefits it can provide to contact centers.
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How federal agencies can reshape the customer experience
When interacting with a federal agency, citizens and staff members expect digital experiences that rival those provided by businesses. There are specific steps agencies can take to facilitate their ability to deliver those types of experiences.
Read the brief
4 key steps to improving the customer experience with AI
AI can have dramatic positive impacts on the experiences you provide customers, but doing it right requires thoughtful, strategic steps.
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Keeping an eye on 5 CX KPIs
Tracking certain key performance indicators (KPIs) not only can help you determine if your AI-powered customer experience technologies are paying off, but they can also help you spot trends in areas where your agent performance could improve.
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Cultivating customer relationships
Social media can elevate your brand, but use it strategically to reach customers.
Read the articleVerizon Virtual Agent—available 24/7/365
Build trust and learn loyalty by providing customers with intelligent self-service tools.
Mirar el videoKnowledge Assist—helping agents help themselves
Empower your agents with relevant and accurate responses to customer questions.
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