Verizon launches local calling solution for call center users

Remote call forwarding for enterprises with local business branches might become a thing of the past. Verizon Business this week announced a new service called Verizon VoIP Inbound with Local Originations.

The new VoIP service from Verizon allows businesses to create a local face using a local phone number that can direct overflow calls as needed to off-site (centralized) call centers adding a new level of personalization to businesses handling customer calls. "Enterprises may want to demonstrate that they have a local presence even though they use contact centers," explained Alla Reznik, Director of Global Contact Centers for Verizon in an interview with FierceVoIP.

Prior to this new service, businesses would use the same toll-free number for all their branches, and if a company wanted to have a local number presence they had to employ a work around using remote call forwarding to route to a toll-free number and call center. "Remote call forwarding has been used very widely, to the point where managers didn't realize how inefficient it is," said Reznik. With the old remote call forwarding, enterprise customers must design the route, pay for local calls, pay for the toll free charges as well as other charges.

Additionally, the new service integrates with Verizon IP Interactive Voice Response, can deliver customer calls to either traditional or IP-based contact centers, and by being a network solution it can stay up in the event of local network outages.

For more:
- read this release [1]

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