New solution makes it easy for consumers to connect with contact center agents from mobile apps

According to research and consulting firm Ovum1, 84% of surveyed consumers reported sometimes or always using the Web to get information before calling a customer service agent, and 64% would like easier access to live agents.

A new service from Verizon Enterprise Solutions allows consumers to connect directly and securely by phone with a contact center agent, without having to exit the mobile app they are using on their smartphones – making it easier to get answers quickly from an agent.

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With Visual Interactive Calling, Verizon Enterprise Solutions is rolling out a new mobile customer experience designed for banks, retailers, airlines, travel and hospitality companies, and other brands looking to improve how they communicate with and serve customers.

The new tool enables consumers to connect directly to a live agent from within a customer app to answer questions, help complete an order or resolve an issue.

“Verizon created a unique software-based mobile CX service that easily integrates into consumer mobile apps offered by companies,” said Rich Costello, senior research analyst with IDC. “Visual Interactive Calling is a seamless and secure way for consumers to efficiently get information from a single location on their smartphones.”

Visual Interactive Calling will help companies streamline their own customer service process and better cater to today’s increasingly mobile consumers. The solution also helps maintain security and protects customer information through stringent authentication. It is immediately available to U.S.-based companies, offering a strong value proposition for enterprises and their customers.

“Visual Interactive Calling should be a valuable brand reflection for companies, and a welcome feature for their customers,” said Anthony Recine, chief marketing officer with Verizon Enterprise Solutions. “Verizon continues to invest in solutions that help our clients improve the customer experience for today’s mobile first, digital consumer.”


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