Contact Centre from Verizon Business
Contact Centre from Verizon Business is an omnichannel CCaaS platform branded Verizon Contact Center Solutions. Agents handle voice, webchat, SMS, email, WhatsApp Business and social messaging from a single desktop with skills-based routing, real-time SLA dashboards and CRM embeds for Salesforce, Dynamics 365 and Zendesk. AI deflection via Google Contact Center AI handles Tier-1 traffic before escalation.
The Contact Centre runs on FCC-regulated Verizon carrier voice with SOC 2 Type II, PCI-DSS-aligned payment card handling and CPNI-aware call recording. Deployment terms 24-60 months with SLA credits.
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What's Inside the Contact Centre Stack
Omnichannel Routing
Voice, chat, SMS, email, WhatsApp, social — all share a skills-based routing engine. Rules configured once apply across every channel the Contact Centre supports.
AI Deflection
Google Contact Center AI virtual agents handle FAQ-level enquiries. 30-45% typical deflection on Tier-1 traffic at the Verizon Business Contact Centre.
Workforce Management
Forecasting, scheduling, adherence, shrinkage reporting. Integrated quality management with call and screen recording and speech analytics.
CRM Connectors
Salesforce Service Cloud, Dynamics 365, Zendesk, ServiceNow, HubSpot with embedded agent desktop, screen pop, click-to-dial and interaction logging.
Supervisor Dashboards
Real-time SLA, occupancy, queue depth, handle time and shrinkage. Drill-down to individual agent or team inside the Verizon Business Contact Centre console.
Compliance & Recording
PCI-DSS pause/resume on recording during card capture, CPNI-aware retention, encrypted archive, legal hold workflow.
Channel Coverage Matrix
| Channel | AI Deflection | CRM Integrated | Typical SLA |
|---|---|---|---|
| Voice (inbound) | Yes (IVR + CCAI) | Yes | 80/20 (80% in 20s) |
| Webchat | Yes (CCAI) | Yes | 90/30 |
| SMS | Yes (text bot) | Yes | First response 2 min |
| Partial (classification) | Yes | First response 4 hours | |
| WhatsApp Business | Yes (CCAI) | Yes | First response 5 min |
| Social (FB / IG DM) | Partial | Yes | First response 15 min |
Contact Centre Feature Brief
Feature Brief
- Contact Centre = Verizon Contact Center Solutions, an omnichannel CCaaS.
- Channels: voice, webchat, SMS, email, WhatsApp, Facebook Messenger, Instagram DM.
- AI deflection via Google Contact Center AI on voice and chat.
- CRM connectors: Salesforce, Dynamics 365, Zendesk, ServiceNow, HubSpot.
- Workforce management, quality management, speech analytics included.
- PCI-DSS pause/resume, CPNI-aware recording, legal hold.
Frequently Asked Questions
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Cloud Solutions
Managed Cloud and SCI for CCaaS overflow.
Business Conferencing
BlueJeans and Webex Meetings.
Managed Network
NOC coverage for Contact Centre WAN.
SD-WAN
QoS for voice and video priority.
Verizon Business Account
Consolidated billing.
Security
PCI-DSS and CPNI-aware call handling.