Best in Class Contact Centres: A Use Case in Innovation

Presented by

Steffen Selbmann, Principal CX Consultant, Verizon

About this talk

Improving the customer experience – innovation and automation for the digital savvy enterprise. Customer experience is a top five priority for CIOs around the world: the pandemic has only increased the importance of digital communications, enabling effective and efficient interaction with customers whilst reducing reliance on overburdened agents. Verizon employs over 130,000 people around the world and around 30,000 contact centre agents. Within the United States, it has recently introduced Google Contact Center AI into centres which serve 94 million subscribers and provides advanced natural language processing techniques to deliver a faster, more accurate interaction. During this session, Steffen Selbmann, a contact center specialist based here in Europe, discusses our use case: why Verizon decided to make this investment and the benefits it promises to deliver.

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