Verizon Enterprise Center Automates Customer Care
Verizon Business, a unit of
network operator Verizon Communications, announced expanded access to its
customer portal, Verizon Enterprise Center (VEC), to small to medium-size
businesses (SMBs). The company also expanded its set of automated customer-care
capabilities, such as feature for trouble tickets that gives customers greater
detail about the nature of the problem and the service being performed to fix
Due to the extended range of
online tools available to SMB customers, the VEC's full suite of services -
including reviewing and paying all Verizon invoices, to checking on the status
of a repair or order, to the use of network management tools and dashboards -
is now available to these businesses. Verizon said three new VEC and eBonding
features aim to make the online experience even more user-friendly and
productive for businesses of all sizes.
Services include a
"click-to-chat" help desk that allows customers to speak with a
service representative and get answers to general or application-specific
questions, a new billing-management tool prominently placed on the VEC
dashboard that provides an integrated view of a customer's network on a single
screen, and can deliver up to seven billing summary reports and enable
customers to view and sort expenses based on geography, currency, product and
service, and a proactive delivery of alarms directly to a customer's event
monitor systems. This last feature's functionality is made possible by
integration of the VEC dashboard with Verizon's eBonding services.
The VEC allows business
customers to check the online the status of orders, review and pay bills
(Verizon, getting into the "green" game also offers an environmentally-friendly
paperless billing option), request new services, and monitor network service
performance. Verizon also recently introduced the Verizon Enterprise Center
Mobile service, which allows SMBs to receive and access information in
near-real time on a mobile device.
"Our customers have told
us they want flexibility in how they interact with us, whether by phone with
their account team or through our sophisticated self-service applications,"
said Verizon's vice president of e-commerce and digital CRM, John Williamson.
"We will continue to innovate and deliver advanced automated services that both
simplify and add value to our customer relationships."
Verizon Business also
enhanced its eBonding service, which shares a common infrastructure with the
VEC, allowing customers to directly access the company's operational support
systems to manage network issues, orders and inventory right from their
desktop. For example, a new
feature sends network alarms directly to customers, who can also retrieve the
pertinent data. As noted above, previous customers had to go to the VEC
Dashboard to view the alarms. Verizon said the eBonding service is primarily
targeted at customers that would gain the most operational efficiencies from
fully automating their services with the company.