eLoyalty Joins Hands with Verizon to Enhance Unified Customer Experience Solution

By CIOReview | Tuesday, May 10, 2016

Contact Center as a ServiceDENVER, CO: eLoyalty announced its global agreement with Verizon to include cloud-based contact center solutions for Verizon. With the partnership, eLoyalty foresees to incorporate its ‘Contact Center as a Service (CCaaS)’ platform with the ‘Unified Customer Experience’ solutions provided by Verizon.

"By working together to combine the Verizon and eLoyalty platforms, Verizon will be able to deliver a fully integrated Cisco UCaaS and CCaaS experience to its clients and, in the process, help them to reduce in-house friction and enhance interactions with their customers." said Steve Pollema, Senior Vice President, Teletech Technology.

eLoyalty is a subsidiary of TeleTech Technology and is well known for providing cloud contact center technologies. The company also involves third party vendor applications with its contact center technologies that leverage its ‘one-stop shop’ initiative for contact center management. Verizon developed ‘Unified Customer Experience’ solutions along with eLoyalty using Cisco's Hosted Collaboration Solution. Consequently, Verizon realized the strength, which included ‘icPortal’, of eLoyalty’s contact center solution and joined hands with eLoyalty.

“eLoyalty’s cloud solutions are a package of everything that a company needs to operate a leading-edge contact center. On the other hand, eLoyalty’s Managed Services handles both the migration and the day-to-day support. Focus and client centricity is the secret sauce and a big enabler that gives eLoyalty an opportunity to work with industry leaders.” added Pollema.  

Verizon is well known for its communications and entertainment services intend to make the solutions available in USA in early July. With the partnership, Verizon will be able to expand its wings by supporting users in other 48 countries. Verizon’s ‘Unified Customer Experience’ solution provides enterprise to be omni-present using mobile devices and internet. It offers enterprises to connect with customers through Web chat, social media, email or mobile.

"eLoyalty is helping to enable the platform that allows our clients to transform customer experience especially as more people reach for service via the Web and their smartphones. With eLoyalty's capabilities, we can be highly nimble and agile in serving our clients which is our number one goal." said Alla Reznik, Director of Customer Contact Solutions, Verizon.