Elevate Your Customer Experience with Verge Contact Center Solutions
We understand that exceptional customer service is the cornerstone of successful business operations. Our Contact Center as a Service (CCaaS) solutions are designed to transform your traditional voice-only call centers into dynamic omnichannel customer experience centers.
Omnichannel Customer Engagement
By leveraging our robust telephony solutions with the Mitel MiContact Center (MiCC) platform, we enable your business to engage with customers seamlessly across multiple channels, including voice, email, SMS, and chat. Traditional call centers often struggle to manage interactions across various channels, leading to disjointed customer experiences. With MiCC, all communication channels are integrated into a single, unified platform, ensuring consistent and personalized customer interactions. Think of it as a single inbox where all of a customer's voice, email, chat, and SMS interactions can be seen by your agents. This omnichannel approach allows your customers to choose their preferred method of communication while maintaining a seamless experience across all touchpoints.
AI-Powered Contact Center Solutions
The integration of AI in contact center operations is revolutionizing customer service. Verge offers a suite of AI-powered solutions designed to enhance efficiency and customer satisfaction.
- AI-driven sentiment analysis enables your contact center to gauge customer emotions during interactions, providing valuable insights to improve service quality.
- Transcribing calls and converting voice to text allows for accurate record-keeping and easy retrieval of information, facilitating better training and compliance.
- Virtual assistants and AI-enhanced chatbots handle routine inquiries, freeing up human agents to tackle more complex issues, thereby improving overall productivity.
- AI-powered call performance monitoring and reporting offer real-time analytics, helping you to identify areas for improvement and ensure optimal performance.
Comprehensive Recording Solutions with Mitel Interaction Recording (MIR)
Ad-hoc recording solutions often lack the robust features necessary to meet today’s compliance, security, and performance standards. Mitel Interaction Recording (MIR) offers a more comprehensive solution, providing full call and screen recording capabilities to help your contact center stay compliant while improving overall service quality.
MIR captures every customer interaction, allowing your team to securely store, review, and manage call data for compliance audits and legal requirements. Beyond just meeting regulatory standards, MIR also plays a critical role in enhancing employee training and driving continuous improvement. Supervisors can access recorded interactions to analyze performance, identify trends, and offer targeted feedback, helping agents refine their skills and deliver better customer service.
Deep Insights Enable Greater Call Performance Management
Modern businesses generate massive amounts of data, especially through recorded voice conversations. Customer support agents can rack up hundreds of hours of recordings each month, making it impossible to manually review everything. Verge Network’s AI-powered insights solution helps overcome this challenge by automatically transcribing calls, analyzing sentiment, spotting keywords, and summarizing interactions. With dashboards and policy-flagging capabilities, organizations can ensure compliance, improve training, and enhance customer experience—allowing supervisors to effectively manage large volumes of call data without listening to hours upon hours of recordings.
These valuable insights deliver advanced metrics and reports to uncover patterns for informed decision-making and process improvement plans. Whether it's reducing call resolution times or improving customer satisfaction, the ability to review both audio and visual data in real-time gives your contact center the tools it needs to perform at its best. With interaction recording paired wih AI-driven insights, you’re not only securing sensitive information and ensuring compliance but also setting the foundation for an efficient, high-performing contact center.
Enhanced Call Center Performance with BrightMetrics
Lack of actionable insights into call center performance can hinder decision-making and operational efficiency as well as the customer experience. Verge offers enhanced call center performance for your Mitel solution with BrightMetrics analytics, giving you the ultimate business intelligence tools to monitor performance, identify trends, and make data-driven improvements.
Real-time analytics and reporting keep you uprised of what's happening in the moment. Take action to improve productivity and the customer experience with real-time data:
- Identify bottlenecks and potential issues before they grow
- Monitor the number of calls in queue, queue times, and trunk utilization
- View detailed agent activity reports and timelines
These analytics empower your team to optimize operations to meet KPIs and SLAs, improve customer satisfaction, and drive better business outcomes all from the convenient, easy-to-use BrightMetrics dashboards.
Provide a Secure Customer Experience
With the rise in data breaches, online scams, and constant spam, consumers are increasingly wary of keeping their identity and important information secure. You can let your customers rest at ease with advanced voice biometric solutions, allowing customers to verify their identity just by speaking. Providing both convenience and reliability for financial services and contact centers handling secure information, biometrics simplify customer authentication and strengthen your institution’s reputation with a smooth, secure user experience.
Two-factor authentication (2FA) adds an extra layer of security to call centers by verifying the caller’s identity through out-of-band messaging. When a customer initiates a call, the system sends a unique one-time code via SMS or email. The caller provides this code during the call, ensuring their identity is verified. This process enhances security by requiring both the call and the message to align, protecting sensitive information and preventing fraudulent access, while maintaining a seamless user experience.
Excel at Workforce Management in Your Contact Center
Our contact center solutions offer sophisticated workforce management tools to help optimize your resources and drive performance. With features like agent forecasting, scheduling, and emotion detection, managers can accurately align staff with expected call volumes while controlling costs. Real-time call monitoring (whisper, barge, silent) and comprehensive quality management ensure high service standards. Automatic day-off and overtime optimization, combined with payroll export, simplify administrative tasks, allowing your contact center to operate efficiently and focus on delivering exceptional customer service.
Intelligent call routing and queues get your customers to the right agents every time. Our solutions support advanced queuing and routing capabilities, ensuring calls are efficiently handled, and are enhanced by features like skill-based routing that match customers with agents who have the expertise needed to resolve specific issues, while geo-routing directs calls based on the caller's location for a localized experience. Callback queues can let customers opt to receive a call when an agent is available, reducing wait times and improving satisfaction. These intelligent routing options help boost service quality and maximize contact center efficiency.
Seamlessly Integrate Across Your Business Infrastructure
Many businesses face challenges integrating new solutions with existing infrastructure. Verge’s CCaaS solutions are designed to integrate seamlessly with your current Mitel-powered communication systems and critical business applications, providing a scalable and flexible approach to evolving your contact center operations.
Going beyond your telephony, our contact center solutions integrate with leading CRMs like Salesforce, MS Dynamics, HubSpot, Pivotal, SAP, Oracle, ServiceNow, Zoho, and more. By leveraging CRM integration, agents receive automated profile loading, enabling them to know who they’re speaking with instantly. The system also adds automated notes and screen pops to streamline workflows.
For banks, our solutions integrate with core platforms like JackHenry, FIS, Fiserv, and Silverlake, while in healthcare, they connect with leading EMRs such as Epic and Cerner.
Connect your business like never before through integrations, allowing your business to adapt and grow without the need for extensive overhauls or disruptions.
Scalable, Reliable Contact Center Communication
Our solutions ensure that your communication infrastructure is secure and reliable, supporting uninterrupted business operations. We provide customized solutions that align with your specific business needs, enhancing both customer engagement and internal collaboration. Our team of experts is dedicated to helping you achieve excellence in customer service, offering ongoing support and guidance to maximize the value of your contact center solutions. We will work closely with you to understand your organization's goals and architect a solution fit for your contact center needs.
Transform Your Contact Center Today
Transform your call center into a powerhouse of customer engagement and operational efficiency with Verge Contact Center Solutions. Explore how our comprehensive communication solutions can elevate your customer experience and drive business success.
Here's what others have to say
The system has made our bank much more efficient. Being able to transfer calls between our branches has made life much simpler and easier for our customers.
Verge and its passion for its customers like us, has proven to be a key element of our own successful growth, and we expect this long-standing partnership will continue for many years to come.
Verge Network Solutions has consistently demonstrated an elevated level of professionalism and commitment to excellence. One of the aspects that truly sets Verge apart is their customer-centric approach. They have gone above and beyond to understand our specific needs and have tailored their services accordingly. Their support has not only met but exceeded our expectations, ensuring that any issues were resolved promptly and effectively.
It’s rare these days for a company to truly deliver on the promises that were made, but Verge Network Solutions has done just that. They also reviewed all of our existing phone bills to see what services we were paying for that we no longer needed. This was done prior to our even signing a contract, which is uncommon in this day. All I ever do is email the support group and they are quick to respond to whatever the issue/request is.They have become a critical business partner to our bank.
We recently purchased or maybe I should say partnered with Verge Network Solutions for a new telephone system, I say partnered because I do feel that is it a partnership with the understanding of our needs as a community bank that they bring to the table.
As our bank grew, it became obvious we were going to need better communications with customers and our branches. Verge Network Solutions provided that piece of the puzzle. From the first meeting through installation, training, and follow up, the service from Verge has been excellent.
All of our needs have been met without any exceptions.
As a manufacturing business, reliable communication systems are the backbone of our operations, and Verge Network Solutions has consistently exceeded our expectations in both service and support. Throughout our collaboration, the team at Verge Network Solutions has demonstrated a remarkable commitment to customer service. Their responsiveness, technical expertise, and ability to anticipate and address our needs have been instrumental in maintaining our operations without interruption. The support provided by their team has been exemplary, ensuring any issues are resolved promptly and effectively, minimizing any potential impact on our business. Verge Network Solutions has been an invaluable partner to our business. Their dedication to delivering high-quality telecommunication solutions and outstanding customer service has played a significant role in our operational success.
Your advisors and technicians were great to work with during the installation phase and the ongoing technical support has been outstanding. We appreciate the prompt responses from your team and look forward to a long relationship in the future.
I am a firm believer in the idiom “too good to be true”, because in my 32 years in the banking business it has proven itself over and over again. Except once. The one time that “too good” was indeed “true” was when Verge Network Solutions came to our board and presented the Telecommunications Audit Report and Recommendations for our 3 bank charter. Verge Network Solutions is the real deal.
The Verge team personally visited each one of our fourteen locations in order to put together a customized communication plan for our bank, and provided a very detailed proposal as to how this new system would pay for itself within a few years. We also looked at proposals from other providers, but none of them even came close to matching the Verge team’s seamless and professional solution.
Verge Telecommunications has proven to be a valuable partner to our organization. Their commitment to excellence, attention to detail, and customer-centric approach have left a lasting impression on our team. Although we were a little surprised by the cost initially, we are now very pleased we made the change to Verge. I have never experienced support at this level from any other Telecommunication Solutions company.
The system is already providing us with significant enhancements in our productivity, and we are enjoying reduced monthly expenditures thanks to the efforts of Verge and the savings they have negotiated with our service providers.
We would like to take this opportunity to commend you and your staff for the great job they did in implementing our new phone system. The entire process was done in a professional and friendly manner, and the transition to the new system was as smooth and easy as one could of hoped. The service we continue to get from you is exceptional.
I am writing to wholeheartedly recommend the services of Verge network solutions. In our recent collaboration, Verge has demonstrated exceptional expertise, reliability, and professionalism in delivering top-notch telecommunications solutions tailored to our specific needs. Verge Telecommunications has proven to be a valuable partner to our organization. Their commitment to excellence, attention to detail, and customer-centric approach have left a lasting impression on our team.
Your staff did an excellent job preparing and installing the telephone conversion. The personal visits and telephone attention you gave us were well received.
There are many things we can recommend about Verge. In addition to their excellent customer service, quick responsiveness, and state-of-the-art technology, we really appreciate the fact they focus their attention on community banks. They understand our model and that, in addition to their quality staff, is what really sets them apart from the competition. You will not regret doing business with Verge Network Solutions.
Three years ago and after a thorough analysis of several different providers of hardware and software we chose VNS to assist in the implementation of a Mitel phone system and video conferencing throughout our branch network. Since that time, Verge has been an instrumental vendor in the management of various projects including purchasing other financial institutions and formation of a formal Virtual Branch to name a few. They have been willing to professionally consult and guide our efforts following our initial decision several years ago and certainly provides testament to their continued focus on the customer (Union State Bank) following the sale.
By taking the time to compile a needs assessment analysis, the Verge team was able to propose a system designed to satisfy our needs and even recommend a few cost savings opportunities.
At the beginning of the project, your preliminary review of our telephone bill and the cost savings associated with your recommended changes was amazing.
One of the things that sets Verge apart from other companies in the industry is their approach to analyzing phone bills not only to assist with the project but also to find ways to save money through identifying opportunities to switch providers and identifying inaccurate billing. I would highly recommend Verge Network Solutions to anyone for a high-quality, reliable and cost-effective hosted phone system.
Their response time is outstanding, and they have been able to solve our problems in a very timely manner. In addition they did an excellent job of onsite training at every location. This, more than anything, made the changeover almost painless.
Glen told me that Verge would be the best company that I have ever dealt with and I was skeptical. I’ve been sold on many things by sales people that end up not being true. However, this time it was true, you all are the best at what your do.
The thing I appreciate the most in working with Verge Network Solutions is the time they invested in working with our bank before we ever became a customer. For several years their team interacted with us, took the time to learn about our company, eventually assisted us in acquiring some network infrastructure, all the while reminding us of the products they had to offer... The proposal was very detailed, customized for our company and was affordable. The transition and installation was well planned and we experienced very little disruption in the conversion.
As you will recall, we weren’t even looking for a new telephone system when I visited your booth at the Oklahoma Banker’s Association Convention. After visiting with you and realizing the benefits that we would receive from your system versus our existing system, we felt that we had no choice but to install the Iwatsu product.
We prolonged switching from a landline to a voice over IP phone system since it worked. We contacted Verge once we decided to purchase a new phone system. Mike and the staff were attentive to our needs and answered any questions that we had. Verge did most of the programming off-site making the actual switch a breeze. They trained our employees, and we were off and running. Verge's service after the sale has also been impeccable. They have quickly and diligently answered any questions and troubleshoot any problems.
You’ve found it! Are you tired and frustrated of your old phone service? Looking for something new but struggling to trust another vendor? You can rest easy, knowing you’ve found a great company for your communication needs. If you are considering using Verge you may do so with full confidence that you are picking the right company. They offer great products and customer service. Rarely have I worked with a company that goes so far out of their way to ensure their customers are taken care of.
Verge Network Solutions has long been a trusted and essential partner of Security Bank and Trust Company. When I consider our relationship with Verge, two things immediately come to mind. The people and their reliability. Verge has taken all of the guesswork out of our communications systems. You can be confident knowing that you have a secure, reliable, cost-effective and well-supported system. We are grateful for the time and effort that Verge has committed to helping us improve customer service and communications. Partnering with Verge has allowed us to focus on being community bankers, while still offering the services and reliability of larger institutions.
First National Bank of Oklahoma is pleased to recommend the services of Verge Network Solutions to you. We converted approximately 9 months ago and have been satisfied with the installation and support. I rarely give references, but this one was easy to support.
I can say, without reservation, if given the opportunity we would again select Verge for our telephone communication equipment needs.
Your staff was able to make things work the way we wanted it to without compromise.
Verge's approach to customer service sets them apart from others in the industry. They have a unique ability to analyze and optimize our systems, identifying opportunities for cost savings and efficiency improvements. Their attention to detail and proactive communication have saved us considerable time and resources, allowing us to focus on our core business. In addition to their technical expertise, Verge's hosted phone system has proven to be reliable and user-friendly. The call quality is excellent, and the system offers a wide range of features that have enhanced our operations.
Versatile Solutions for Any Industry
From on-premises deployments to cloud-based innovations, our portfolio spans comprehensive network infrastructure design, including SD-WAN, to ensure reliability and efficiency. Discover how our flexible approach can revolutionize your communication strategy, regardless of your industry.
Serving Diverse Industries
Solutions by Industry
From healthcare to finance, education to manufacturing, Verge's advanced communication and network solutions are tailored to meet the unique needs of various industries. Our expertise in delivering state-of-the-art VoIP and network infrastructure services ensures your business thrives in today's competitive landscape. Explore the difference we can make in your industry and experience connectivity that drives success.
