By Mini Swamy, TMCnet Contributor
For the fourth consecutive year, Frost & Sullivan (News – Alert) has recognized Verizon (News – Alert) Business with the research and consulting firm’s coveted North American Market Leadership Award for Hosted Contact Center Services.
Frost & Sullivan’s new report, “Market Share Leadership, Hosted Contact Centers,” the hosted contact has indicated that the center market is becoming more varied and complex in nature. That Verizon Business (News – Alert) was able to maintain its leadership position for such a long period in such a market scenario should indeed be regarded as a great accomplishment. Verizon Business’ expert professional services team comes in for a lot of praise for the exceptional service that it has rendered on all customer and agent fronts. “The professional services organization provides custom development and consulting services to its client base, helping set Verizon Business apart from the competition in an important way,” Keith Dawson (News – Alert), principal analyst, Frost & Sullivan, said in the report. Dawson was full of appreciation for the way the company continued to surge forward in spite of the momentum shifting from smaller, turnkey hosted deployments towards more complex, enterprise level installations with more integrations required. In the report, Frost & Sullivan highlights two recent enhancements to Verizon Business’ Web Center and VoiP Inbound services: The Web Center Voice that Verizon Business began offering was an affordable and value-based option, which omitted some IP based features that companies normally didn’t require. Verizon VoiP Inbound enables businesses to manage their incoming calls, as Verizon’s advanced toll-free and IP networks delivered intelligent routing and call treatment that contact centers require. The new local origination feature was welcomed by many companies. . Verizon Business has forged alliances with leading technology vendors, such as Genesys (News – Alert) from Alcatel-Lucent, which has named Verizon its 2009 Partner of the Year in North America. Hosted ICR, an example of the collaboration between the two companies, is a fully managed and hosted Genesys service that is powered by Verizon Business’ robust and extensive network. In a related news item, Verizon’s commitment to helping employees lead healthier lives has earned the company a spot on the National Business Group on Health‘s 2010 list of Best Employers for Healthy Lifestyles. It is the second consecutive year that Verizon has been named to the list.
Mini Swamy is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Marisa Torrieri
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