OpsCentral® is a complete product suite of technologies empowering Verizon customer service centre to handle Verizon Wireline Business Unit in all aspects of communication with customers effectively within a single platform. Some of the current functions and capabilities have been tailored, enhanced and customized to Verizon’s need. One of the most prominent customization is the priority PIN to enable personalized service and service differentiation for Verizon’s Tier-1 customers. Another remarkable customization is a reporting tool to maintain service standard for Tier-1 customers.
Since the inception of OpsCentral into Verizon call centre operation in early 2002, Innovax Systems has been providing unrivalled technical support to Verizon, with 24×7 on-site system support and at least one system specialist stationed full-time at Verizon call centre during business hours to provide customer supports with high responsiveness and accessibility to resolve issues in timely manner in call centre’s time sensitive and mission critical operation. With their high proactive and prompt support, Innovax Systems has often exceeded Verizon’s expectations in many ways.
“It has been a privilege for me to work with Innovax Systems. The technology offered by them have enabled us to improve our quality constantly over the years.” said Tony Nga, Director, Asia Pacific Customer Care & Services, Verizon Global Enterprise.
Unlike most other providers, OpsCentral allows the call centre to handle all aspects of communication, such as voice call and email effectively within a single platform. It is a full-fledged self service system with functions for supervisors to create or modify IVR design, call flow, IVR prompts, skill-sets routing rules, etc.
Patrick Tan, President of Innovax Systems commented: ”This nomination does not only reflect what Innovax Systems is capable of, it also shows that we are dedicated and committed to our clients such as Verizon Business. It is a great motivation to continue to strive towards a win-win business relationship”.
About Verizon Business
Verizon is a leading provider of IT, Communication, Security & Network Solutions to enterprises and governments around the world. With presence in 75 countries and six continents, it provides mission critical communications services for organisations worldwide, including 94% of Fortune 500 companies.
About Innovax Systems
Founded in 1998, Innovax Systems provides premise and SaaS-based contact centre solutions and productivity software for the best customer interaction experience that an organization requires. Innovax Systems has offices and partners throughout Asia and has provided contact centre related consulting, development, implementation and operational services for MNC and SME customers in varied industries in the Asia-Pacific region