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Verizon Wireless rolls out data monitoring widget for mobile users

Matt Hamblen, Computerworld | March 24, 2011
ORLANDO -- Verizon Wireless has developed innovative IT tools that it has recently put to use in its online customer account management systems and in upgraded Verizon store kiosks, said Ajay Waghray, the carrier's CIO.

"That's something being worked through at Verizon," he said.

Verizon retail stores have added new kiosks that include touchscreen displays where customers can manage their accounts and devices. "We've focused on customer interests, asking what are the top transactions they make, and we made those almost one-click ... on the Web site as well as at stores," Waghray said. "Part of the purpose is to allow customer engagement and detangle store reps from busy work so they can focus on the customer."

Waghray, who has worked in IT for 20 years, has led the IT organization at Verizon since its inception in 2000. "It's been fun at Verizon, and we have an extreme amount of collaboration across the company, which has been our theme," he said. "IT is a competitive differentiation for the company and adds value at all levels, from sales to self-service to customer engagement, which is anything and everything. If something doesn't help the customer, we won't do it."


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