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Introduction

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.

Highlights

  • 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

Summary

  • 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

Appendix

  • Methodology
  • Further reading
  • Author

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