skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


The global digital economy is increasingly reliant upon the technologies and services provided by telcos, and the accompanying performance, security, and service levels they offer to the enterprise segment.


  • This report on Verizon Enterprise Services (Verizon) is one in a series that analyzes how some of the world’s largest telcos are improving the quality of the customer experience for the MNC segment by addressing their service design, service delivery, care, and ongoing management and control of business processes.

Features and Benefits

  • Understand how Verizon has improved its organizational structure for sales, service, and ongoing support for MNCs.
  • Understand how Verizon has industrialized its business processes across the customer journey.
  • Understand how BT Global Services measures and improves its performance and the quality of the user experience for MNCs.

Key questions answered

  • How does Verizon structure its account management (sales, service, and support) to improve customer experience for its multinational clients?
  • What CE investments has Verizon made in the last 18 months to support its clients' digital strategies?
  • What are the key customer experience performance metrics for MNCs?

Table of contents


  • Catalyst
  • Ovum view

Service and support strategy for MNCs

  • Verizon Enterprise Solutions
  • Service and support strategy
  • Customer requirements
  • Investment areas for MNC service and support

Account management

  • Structure
  • Service centers
  • Service management
  • Self-service

Service-level agreements

  • Service outcomes
  • Service KPIs


  • Methodology
  • Further reading
  • Author

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now