First Look: Verizon Raises the Mobile Customer Experience Bar for Today’s App Economy

MMW was privy to an advance look at big news today from Verizon.

Verizon is rolling out an “evolution in mobile customer experience” designed to support today’s growing mobile app economy.

According to the inside scoop, Verizon Visual Interactive Calling “enables consumers to connect directly to a live agent from within a customer app whenever they need additional assistance, without the need to exit the app.”

Verizon Visual Interactive Calling helps enterprises streamline the customer service process which, in addition to creating efficiencies, can also help brands differentiate and build customer loyalty.  The solution can also help reduce fraud, now prevalent in contact center phone interactions, through stringent authentication. The service is immediately available to U.S.-based customers of Verizon Enterprise Solutions, and offers a strong value proposition for enterprises and consumers across numerous industries.

Verizon cites in its announcement today research by Ovum, which notes that 84% of surveyed consumers reported having to call a customer service agent after not finding information they needed online or via mobile self-service, and 65% would like easier access to live agents.

In short, Verizon Visual Interactive Calling allows consumers to connect directly and securely by phone with a contact center agent without having to exit the mobile app they are using on their smartphone – a departure from how this process typically happens today.

“With the introduction of Visual Interactive Calling, Verizon has developed a rather unique software-based offering that easily integrates into the consumer-facing mobile apps offered by enterprises,” said Rich Costello, senior research analyst with IDC. “This Mobile CX enhancement is creating a seamless and secure way for consumers to more efficiently get the information they need from a single location on their smartphones.”

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