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:
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:
Capabilities in the Professional plan include:
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.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.