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Frost & Sullivan Recognizes Verizon as a North American Leader in Customer Self-Service


Verizon Enterprise Center Cited for Quality, Timeliness of Service and Global Customer Care Capabilities

NEW YORK - Frost & Sullivan has recognized the Verizon Enterprise Center with the research and consulting firm’s 2010 North American Customer Service Leadership Award for Enterprise Self-Service Portals. Verizon’s online service portal for business customers received top marks for quality; timeliness and impact of service on customer value; and cost of service to customers.

In a research report, “Customer Service Leadership, Enterprise Self-Service Portals,” Frost & Sullivan highlighted accessibility features of the Verizon Enterprise Center that make it ideally suited for a broad customer base. The portal is available in 12 languages - more than those of any of the other portals evaluated - and its Global Billing Report, which can provide a consolidated view of a customer’s billing activity, is available in 62 currencies -- nearly twice as many as those provided by the nearest competitor.

“Portals function as a key customer touch point, often defining a business relationship,” said Lynda Stadtmueller, senior research analyst, Frost & Sullivan. “Therefore, it’s incumbent on communications services providers to use technology within their portals to effectively serve and retain each customer - to manage multiple market segments, while making each customer feel valued. In this aspect, Verizon excels.”

Frost & Sullivan cited the Verizon Enterprise Center’s usability and functionality as competitive advantages. Most notably, the Verizon Enterprise Center Dashboard global map provides Verizon customers with a near real-time voice, data and IP network visualization that isolates serious conditions.

Frost & Sullivan also singled out the Verizon Enterprise Center for offering users quick access to information. For example, using Instant Messaging and Live Chat features are often a faster, more efficient alternative to communication by e-mail or telephone.

Available round-the-clock, the Verizon Enterprise Center enables business customers to securely check online the status of their orders, review and pay bills, request new services, and monitor their network service performance. Last year, Verizon introduced Verizon Enterprise Center Mobile, which enables customers to receive and access information in near real time on a mobile device - only a wireless Internet connection and a mobile Web browser are required.

For more information on the Verizon Enterprise Center, take a virtual tour.

Verizon Communications Inc. (NYSE, NASDAQ:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers. Verizon Wireless operates America’s most reliable wireless network, serving nearly 93 million customers nationwide. Verizon also provides converged communications, information and entertainment services over America’s most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world. A Dow 30 company, Verizon employs a diverse workforce of more than 217,000 and last year generated consolidated revenues of more than $107 billion. For more information, visit


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