Verizon Virtual Contact Center
Contact center software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Pay-as-you-go
Free Trial unavailableFree version unavailable
Small
Medium
Large
- Media and communications
- Energy and utilities
- Banking and insurance
What is Verizon Virtual Contact Center
Verizon Virtual Contact Center is a cloud-based contact center platform used to manage inbound and outbound customer interactions across voice and digital channels. It supports use cases such as customer service, technical support, and sales operations for organizations that want carrier-grade telephony with contact center routing and reporting. The offering is typically sold and supported through Verizon’s enterprise services, with options for integrations and professional services depending on deployment needs.
Carrier-grade voice connectivity
The product is delivered by a major telecommunications provider, which can simplify PSTN connectivity, numbering, and network services for enterprise contact centers. This is useful for organizations that want a single vendor for network and contact center telephony components. It can reduce coordination overhead compared with sourcing voice services and contact center software from separate providers.
Enterprise support and services
Verizon provides enterprise-grade contracting, implementation assistance, and ongoing support options. This can be beneficial for regulated or large organizations that require formal SLAs, procurement controls, and structured change management. Professional services can help with migration planning, call flow design, and integration work.
Core contact center capabilities
Verizon Virtual Contact Center typically includes standard contact center functions such as IVR, skills-based routing, agent and supervisor tools, and reporting. These capabilities address common operational requirements for customer support and service desks. It is a fit when an organization prioritizes stable voice-centric operations with contact center management features.
Less agile feature velocity
Compared with specialist CCaaS vendors, telecom-led contact center offerings can have slower release cycles for newer digital, AI, and workflow features. Organizations seeking rapid innovation in areas like advanced automation, conversational AI, or modern agent assist may need to validate roadmap and availability by region. This can increase reliance on add-ons or third-party tools.
Integration depth varies
CRM, helpdesk, and workforce tool integrations may be available, but depth and ease of configuration can vary by connector and deployment model. Some integrations may require professional services or custom work to meet complex routing, data-pop, and reporting requirements. Buyers should confirm API coverage, eventing, and supported authentication patterns for their stack.
Commercial complexity for SMB
Packaging and pricing can be oriented toward enterprise procurement, which may feel complex for smaller teams. Implementation and change requests may involve formal processes that add time compared with self-serve platforms. This can be a drawback for organizations that want quick trials and lightweight administration.
Plan & Pricing
Pricing model: Pay-as-you-go / usage-based Free tier/trial: Free plan: Unavailable (no permanent free tier stated on Verizon VCC pages); Free trial: Unavailable (no time-limited trial stated) Example costs (from Verizon official service guide pages related to Virtual Contact Center / IP Contact Center):
- IP-IVR platform (domestic): $0.06 per minute (assessed in 6-second increments); $0.01 per-call minimum platform charge.
- VoIP Inbound subscription (per-URI termination): NRC $100, MRC $100.
- Combined Features Package (per VoIP Inbound number): NRC $50, MRC $50.
- Selected IP-IVR feature charges (per call unless noted): Menu Routing $0.06; Message Announcement $0.06; Full SIP Transfer $0.05 per use; Database Routing $0.07; Busy/No Answer Rerouting $0.01.
- IP-IVR MRC examples: Per IP-IVR application (except Network Database) $250; Per Network Database $500.
- Voice Call Back: Basic Installation $81,000 (one-time) and MRC $9,900; per-transaction call back charge $0.45.
- Miscellaneous: many features and supplemental services have NRCs/MRCs and per-use charges; toll-free transport and local origination transport are billed per-minute (see guide for term/AVC-based rates). Discounts / Notes: When integrated into Verizon network, VCC provides a single-rate voice transport cost per minute with no access charges; Verizon states their VCC pricing model charges for services when agents are signed in (i.e., agent concurrency/agent-signed-in usage billing). Many enterprise/setup items are charged via NRCs, MRCs or custom SOWs—Verizon frequently requires contacting sales/account manager for contract-specific pricing.
Seller details
Verizon Communications Inc.
New York, NY, USA
2000
Public
https://www.verizon.com/business/
https://x.com/verizonbusiness
https://www.linkedin.com/company/verizon/
