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Thursday, March 21, 2013

4:30 p.m. -
Track: Credit Risk & Technology View Track

ACHIEVING COST & COMPLIANCE GOALS WHILE INCREASING CONTACT RATES – A VERIZON WIRELESS STORY

Craig Battinelli, Associate Director, Finance Operations, VERIZON WIRELESS
Moderator: John McNamara, Chief Marketing Officer, LIVEVOX
Alan Willet, Executive Director, National CFS Operations, VERIZON WIRELESS

Faced with the challenge to reduce costs, manage/cure inventory, and implement tighter compliance policies, leaders of Verizon Wireless set forth on a path to re-examine their existing infrastructure and business strategies in search of a more centralized and efficient operation. Join them as they discuss how they not only exceeded these goals but improved their contact rates by leveraging Cloud to streamline multi-site operations, sunset costly legacy equipment and execute more efficient and risk-averse contact strategies, such as improved IVR routing and automatic account-based penetration controls.

 

 

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