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

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014
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!