Contact Center Solutions Featured Article

VHT Showcases Multichannel Callback Solution

May 21, 2012

Hanging around on hold when trying to contact a company’s customer service department can be a nightmare. Hours of time can be spent simply waiting to talk to a human being while having to endure hold music, only to discover the calling system doesn’t lead to a situation where they can talk with an agent.

A number of companies, however, offer a callback facility where customers can request that a firm calls them at their convenience.

Virtual Hold Technology (News - Alert) (VHT) has demonstrated its new Conversation Bridge solution, which allows customers to request a callback from firms using their smartphones and Internet-connected televisions. The multichannel callback service triggers callback requests to link consumers with customer service representatives when they’ve hit a dead end through self-service procedures.

VHT demonstrated the solution at the International Avaya (News - Alert) Users Group Conference in Boston, MA. The conference is a gathering of contact center industry user groups: the International Alliance of Avaya Users (InAAU) and the International Nortel Networks Users Association (INNUA (News - Alert)).

The solution aims to halt a situation where a customer does not obtain the information they require from a closed-loop self-service system, without being able to speak with someone who can offer help.

The Conversation Bridge integrates automated support with access to agents when customers are contacting centers via mobile apps, Websites and social media. The solution can be used on devices as varied as smartphones, Internet-connected TVs, store kiosks and game consoles.

VHT says the Conversation Bridge can be integrated with existing communications systems to reduce costs and optimize the customer’s experience. The solution offers customers with the time they can expect to wait before receiving a call, while they will not need to suffer lengthy hold times as an agent best equipped to handle their problem will contact them directly.

"Whether your customers are trying to make a purchase or reservation, solve a problem or manage an account, there's no reason to leave them stranded and frustrated in a self-service dead end, no matter what channel they are using,"  said Robert Brazier, VHT's director of product management.

A number of companies offer callback solutions, such as Zeacom (News - Alert) and Mindshare. Yet offering VHT will hopefully showcase its solutions across enough channels to pique the interest of contact centers.

For more on this topic, be sure to check out, “Surviving Self-Service Dead Ends: Building Customer Loyalty with a Multichannel Conversation Strategy” happening tomorrow.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!