Tools for One-on-One Customer Conversations

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Proprietary statement

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Customer experience can make or break a company. And today, that experience occurs on the customers’ terms and on their device of choice.

The transformation from call center to contact center is history. Now we have to move from contact centers to experience centers.

See the importance of the customer experience.

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Talk to today’s customer.

Phone PhoneEmailOnline

PhoneEmailOnlineSocialText

And more

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Verizon Virtual Contact Center helps tie together voice, email, social media, geolocating, apps and SMS. It can also help you capture the voice of the customer.

Can your contact center software keep up?

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Add social media in the contact center.

Why it’s important:• Social media provides an avenue

for short conversations or questions.• Social discussions are no longer

just for Millennials—your customersare already there.

How you can make it happen:• Social media routing is available

through the agent interface. • Agents can interact with

customers both privately and publicly on Twitter® and Facebook®.

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Know where your customer is.

Why it’s important:• Consumers search for inventory

and pricing online while in-store.• Checking in is the new normal. • Knowing customers’ locations

allows you to send special offers for nearby locations.

How you can make it happen:• Manage app transactions with a

multichannel platform like Virtual Contact Center.

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SMS is second nature.

Why it’s important:• Text messages have a very high,

very rapid response rate.

How you can make it happen:• Agents can view previous texts.• SMS is integrated into the queue

for routing and agent handling.

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The end goal: Create proactive conversations.

Initiate conversations or

reply to customers.

Provide critical alert information or unique promotional

offers.

Offer codes to make customer responses

easy.

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The voice of the customer

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Can you hear their voice?

What happens after the conversation?Capturing the voice of the customer and using it well can be the difference between improving only the customer experience and improving business results across your organization.

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Virtual Contact Center: inContact Every Customer Has Opinions (ECHO)

Offer insight to the rest of the company for decision making.• Gather unbiased feedback.• Provide information on the

impact of improvement initiatives. • Determine effectiveness of

products, policies and processes.

Help improve agent behavior.• Keep customers top of mind. • Encourage the best agents to

rise to the top.• Align metrics with true

objectives.

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Better conversations can lead to better business results.

Using Virtual Contact Center to improve conversations with your customers helps fuel better customer experiences and business results across your organization.

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ECHO on the agent dashboard

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ECHO trend reporting

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Virtual Contact Center gives you the tools you need to have better customer conversations.

Agility across channels means you converse with customers how they want, when they want.

Proactive conversations help you deepen relationships.

Data-driven tracking and the voice of the customer help improve business performance.

Get to know your customers better.

Thank you.

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