Verizon Business introduces new customer service management tools

Verizon Business took advantage of International Customer Service Week by launching enhanced features for its Enterprise Center that give business customers more control over how they manage their communications and IT services through an online portal.

The two new capabilities include the Service Avatar and a Support and Communications Console.

Complementing its current Live Agent chat function that lets customers talk with a Verizon (NYSE: VZ) service representative, Service Avatar, a lifelike animated customer service agent will provide answers to any online customer inquiries that are typed into a chat box. Initially available on a limited basis for U.S. business clients, Verizon plans to offer Service Avatar on a nationwide basis by the end of the year and on a global basis in 2011.

Verizon Business' Support and Communications Console offers quick access to customer service options, including e-mail, Avatar and Live Agent, in addition to its social networking properties, such as Twitter and company blogs.

For more:
- see the release
- and this ICSW page

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