October 30, 2008

VA Selects Verizon Business to Provide Call Center Services

The US Department of Veterans Affairs has selected Verizon Business to provide call center routing and support services.

Under a new agreement valued at $20.9 million, Verizon Business will provide toll-free services, hosted interactive voice response (IVR) and secure database applications for Veterans Affairs call centers nationwide.

The agreement was awarded under the US General Services Administration's Networx Universal contract, which covers 10 years.

Verizon said that its contact center services help government and large-business customers manage inbound and outbound customer communications, control costs and improve service. The hosted IVR product line includes enhanced call routing, global ECR, speech services and internet protocol IVR.

As the project is implemented, the US Department of Veterans Affairs will have the ability to order additional services from Verizon Business that could increase the value of the agreement.