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LiveSource Operator Assistance

Why Verizon?

As one of the largest and most experienced providers of Directory Assistance, LiveSource can provide you with a exceptional service built on a reliable and redundant network, with a focus on quality, all at a competitive price.


" What sets Verizon apart from the competition is our network, the customer experience we offer to our customers, and our focus on a progressive roadmap to meet customers' needs."

Product Manager - Tom Bishop


Be all that your customers expect from a Local Service Provider. Verizon's Operator Assistance service puts another feather in your cap. When your customers need dialing assistance or help completing a call, Verizon's Operator Assistance is at their command. We customize the service by playing your company name at the beginning and/or the end of an operator assisted call. Customers perceive your company as the one helping them. What a way to build loyalty!

Leveraging Verizon's network as your own gives you flexibility in serving customers. Operator Assistance mechanizes calls, provides operator handling and more. You help your customers and gain a new source of revenue all at the same time.

Mechanized operator assistance automatically processes incoming calls without personal operator attention. Calls are billed on calling cards, to third numbers or as collect calls. Zero plus calls are verified as valid before connecting.

Operator handled calls provide live support for customers who make station-to-station, person-to-person, emergency and busy line interrupt/verification calls.

Add 121 Inward Service and Verizon operators will help operators from other carriers complete your customers' calls to Verizon subscribers.

Benefits

  • Operator Assistance rewards you for helping customers by increasing your billable minutes of usage.
  • Verizon's dependable network lets you add Operator Assistance immediately -- without a major investment.
  • Our seasoned operators represent your company professionally by handling requests courteously and promptly. In fact, calls are answered in 10 seconds or less.
  • Router diversity and redundancy in Verizon's network ensure that customers receive seamless service.

Applications

  • Connect with Operator Assistance at the closest of our many service switches to minimize transport costs and maximize profits.
  • Use your long distance provider of choice. Verizon returns Operator Assistance calls to you through the call completion trunk.
  • Contract separately with Verizon to receive standard Exchange Message Records (EMRs) for the operator assistance messages we complete on your behalf. Then you can set the rate you charge customers for operator assisted calls.
  • Subscribe to Verizon's Operator Assistance as a way to build customer loyalty, increase revenue and distinguish your company from competitors.

It's hard to go wrong helping customers when they ask for it. Operator Assistance adds value -- for customers -- and to your bottom line.

Operator Assistance gives your customers the option of using an operator when they need dialing assistance or other help completing a call. Adding Operator Assistance to your portfolio broadens the scope of telecommunications services you can offer and gives your customers one more reason to stay loyal to your company for their communications needs.

Operator Assistance is available throughout the Verizon footprint.

Pricing

Recurring charges for Operator Assistance consist of two parts. Verizon charges per operator work second for live 0- calls and per occurrence for automated 0 calls. There is a separate charge (recurring or non-recurring, depending on the state) for branding.

Verizon Operator Assistance offers a variety of services and options designed to meet the requirements of demanding customers as well as to enhance your capabilities as a provider.

  • Mechanized Calls - This service automatically processes customer-initiated calls without personal operator assistance. The call is billed as a calling card, third number or collect call. If your customer uses a 0 calling card, the card number is verified by a database query to check the validity of the card number before our automated operator service system advances the call for processing.
  • Operator Handled Calls - These types of calls serve your customers when they need personal operator assistance to make a call or when they have trouble placing a call. Operator Handled Calls include:
    • Station-to-Station Calls
    • Busy Line Interrupt/Verification Calls
    • Person-to-Person Calls
    • Emergency Calls
  • Billing Records - You can contract with Verizon to receive Telcordia Standard format Exchange Message Records (EMRs) for operator assistance messages that are completed by Verizon. Then, you or your billing service can bill your end users the fee or rate you choose for each operator call or message that is completed.
  • Operator Transfer Service - If one of your customers encounters problems in connecting with you, subscribe to this service to make sure they get the help they need. Your customers access the service by dialing zero and no additional digits. They tell us they want to connect to you and we make the connection.
  • 121 Inward Service - With this service, Verizon operators help operators from other carriers complete your customers' calls to Verizon subscribers.

Verizon is committed to quality in service that will make you look good in the eyes of your customers. We professionally train our operators and monitor their performance to ensure that they maintain a high rate of courteous and prompt customer interactions. Verizon operators are trained to provide an average speed of answer of 10 seconds to give your customers quick responses to their requests.

Verizon has a range of survivability measures to reduce the chances of traffic interruption -- even during a disaster. Routing diversity and redundancy help ensure that your customers will continue to be handled through even the most difficult situations.

The service provider must deliver its OS/DA traffic to the operator services switch, which Verizon will designate. The serving switch may either be the Traffic Operator Position System (TOPS) or the Operator Services Position System (OSPS).

The facilities-based service provider and the service provider utilizing Unbundled Network Elements (UNEs) may access the TOPS/OSPS from its collocated facilities by purchasing dedicated trunk ports at the designated operator services switch. In New York, service providers purchasing unbundled local switching can be routed from the applicable end-office to the operator switch using customized/LCC routing.

The service provider may combine OS and DA on the same incoming trunk group. However, separate trunk groups are required for each NPA and for each LATA. Verizon will return all OS/DA calls requiring completion to the service provider's collocated facilities via the dedicated TOPS/OSPS trunk port, or at the service provider's request, complete the call over the Verizon network. Verizon requires an outgoing trunk group to provide Busy Line Verification and Interrupt for exchange access lines of a facilities-based service provider.

Following the completion of a signed Interconnection Agreement and/or Agreement for IntraLATA Operator Services and Directory Assistance, Facilities-Based service providers choosing Verizon as their Operator Services provider will be provided with a Technical Questionnaire. The IntraLATA OS/DA agreement will be negotiated with the Product Manager. The questionnaire, which must be completed for each LATA, begins the provisioning process. Service providers utilizing Unbundled Network Elements will be provided with a Network Design Request form in place of the Technical Questionnaire. These documents are available upon request.

To learn more about this service, please contact us or call your account manager today.