Frost & Sullivan Cites Verizon Business for Continued Leadership in Contact Center and Professional Services


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Amid a More Competitive Market and Multiple New Entrants, Verizon Business
Retains Leadership for Fourth Consecutive Year

BASKING RIDGE, N.J. – For the fourth consecutive year, Frost &
Sullivan has recognized Verizon Business with the research and consulting
firm’s coveted North American Market Leadership Award for Hosted Contact
Center Services.

According to Frost & Sullivan’s new report, “Market Share Leadership, Hosted
Contact Centers,” the hosted contact center market is becoming more varied
and complex, and “in that fragmented environment, it is a significant
accomplishment to maintain the leadership position continuously for a long

The report singles out Verizon Business’ expert professional services team,
which can assist customers in building or redesigning contact centers,
developing effective business processes, training agents, and ensuring that
contact centers have the best technology to suit customers’ needs.

“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,” said Keith Dawson, Principal
Analyst, Frost & Sullivan, in the report. “This is a critical asset in
helping the company continue its market share leadership going forward, as
the momentum shifts from smaller, turnkey hosted deployments towards more
complex, enterprise-level installations with more integrations required.”

Frost & Sullivan cites the breadth of Verizon Business’ hosted contact
center services portfolio, including Hosted Intelligent Contact Routing
and Web Center
, two of
the company’s multi-tenant hosted offerings. In addition, Verizon Business
offers Hosted Interactive Voice Response and Speech Services
and IP
Contact Center

In the report, Frost & Sullivan highlights two recent enhancements to
Verizon Business’ Web Center and VoIP Inbound services:

* Web Center Voice — Last year, Verizon Business began offering its
Web Center service in a voice-only package. It provides an affordable and
value-based option by not including some of the IP-based instant message and
e-mail customer contact features, which some businesses do not require.

* VoIP Inbound with Local Originations — Verizon VoIP Inbound enables
businesses to manage their incoming calls, tightly coupling signaling and
functionality from Verizon’s Advanced Toll Free and IP networks to deliver
intelligent routing and call treatment that contact centers require. The
new Local Origination feature enables businesses using local telephone
numbers to benefit from the same intelligent routing and call-management
capabilities traditionally available only with toll-free numbers.

Verizon Business has forged alliances with leading technology vendors, such
as Genesys 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.

For more information regarding Verizon Business contact center solutions,

About Verizon Business

Verizon Business, a unit of Verizon Communications (NYSE, NASDAQ: VZ), is a
global leader in communications and IT solutions. We combine professional
expertise with one of the world’s most connected IP networks to deliver
award-winning communications, IT, information security and network
solutions. We securely connect today’s extended enterprises of widespread
and mobile customers, partners, suppliers and employees – enabling them to
increase productivity and efficiency and help preserve the environment.
Many of the world’s largest businesses and governments – including 96
percent of the Fortune 1000 and thousands of government agencies and
educational institutions – rely on our professional and managed services and
network technologies to accelerate their business. Find out more at .


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