Business Challenge story
When you call your phone company, you want them to solve your problem first time. Verizon wanted to raise first-call resolution rates by empowering its customer service teams with new insight.
Verizon has built a real-time customer experience engine that analyzes speech in real time and integrates it with omni-channel insight to help customer service agents respond faster to customer needs.
The new cognitive platform enables Verizon to develop new applications in weeks and roll them out to millions of customers – helping to improve customer service and boost first-call resolution rates.