Verizon’s CIO Is Helping The Telecom Giant Adapt Swiftly To A Contactless World

Like other essential services that have remained open, Verizon’s stores have had to make significant changes. The company is using an online appointments system to help keep customers safe. When a person gets within 75 feet of a store, a notification is delivered to their phone via the My Verizon app. This guides them through a check-in process and tells them how long they may have to wait outside to ensure social-distancing requirements can be maintained within the store.

New signage inside stores highlights safe distancing, and the amount of shelving and other fixtures has been reduced . Verizon has also rolled out more digital bill-payment kiosks to let customers pay without having to hand over cash or IDs to store staff. Employees can use a co-browsing system to link their tablets to customers’ devices and guide them without having to touch the hardware and customers can scan QR codes to pick up pre-ordered products in-store.

Verizon had been piloting much of this technology before the COVID-19 crisis, but Arumugavelu’s team still had to scramble to create some new solutions in a matter of days and to ensure everything integrated seamlessly.Another focus of his activity has been Verizon’s call centers. Before the crisis, less than a fifth of the company’s customer-service team was equipped to handle calls from home.

Arumugavelu says the transition has worked pretty well, but Verizon did get one unexpected shock: Some third-party call centers it had been using couldn’t shift quickly enough to home working, forcing Verizon to pick up calls they had been handling. The tech team quickly created new applications to plug into to its call center platform to help Verizon staff cope with the extra workload.

Arumugavelu says the need to adjust fast to the new business landscape has clearly accelerated the company’s digital transformation. With its heavy emphasis on wireless technology and 5G,

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