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Briefing: Verizon’s Contact Center Hub

On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations, the Contact Center Hub is a hosted cloud service that is built with mobile experience in mind to enable remote agents. The Contact Center Hub forms one facet of Verizon’s broadening communications portfolio for SMBs, alongside OneTalk for calling and recently acquired BlueJeans for collaboration.

Key aspects of the Contact Center Hub include:

  • 24-hour installation with new numbers
  • Guided set up and support
  • Anywhere-anytime agent enablement
  • Multi-channel service
  • 60+ pre-built integrations with CRM or help-desk tools
  • Contact syncs
  • All system settings managed on one dashboard
  • Stand-alone solution

Contact Center Hub plans come as a fixed package, which can either be layered over an organization’s current telephony infrastructure with a different provider or added into Verizon customers’ existing stack.

There two major plans for Contact Center Hub: Essential and Professional. Capabilities in the Essential plan include:

  • Voice calling
  • Mobile, desktop, and web apps use
  • IVR
  • Call queues
  • Call recording
  • Dashboard management portal
  • Call history, notes, and tagging
  • Analytics and reporting
  • CRM integrations

Capabilities in the Professional plan include:

  • Advanced IVRs
  • Unlimited call recording
  • Call queue with callback
  • Call monitor and whisper
  • Power dialer
  • Live call monitoring
  • Advanced analytics
  • Voice enabled-Salesforce.com

Our Take

As with all decisions when choosing a contact center solution, the organization must first be clear what capabilities it needs to meet end-user requirements and deliver excellent customer service. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are being used elsewhere in the organization. Indeed, Verizon is a top 10 North American UCaaS provider, which can be leveraged to enhance the organization’s telephony experience as a whole.

For organizations looking for a strategy to gather their business requirements, stay tuned for Info-Tech’s upcoming Choose a Right-Sized Contact Center Solution in early 2021. In the meantime, if the organization is looking to integrate a contact center solution with its broader telephony portfolio, use Phase 2 of Modernize Communications and Collaboration Infrastructure.

Source: SoftwareReviews CCaaS Data Quadrant. Accessed: October 26, 2020.


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