In this era, which belongs to the ‘do it yourself’, self service has been boosted considerably with customers going to contact centers only when they cannot tackle the problem.
Bearing this in mind, Digital DataVoice (DDV) and Virtual Hold Technology (VHT) teamed up to offer callback solutions that reportedly bridge the gap between self-service and the contact center, regardless of channel.
“Our customers are looking for better ways to serve their customers, whether that's via traditional voice channels or on smartphone’s and the web," said Doug Nelson, vice president of sales, Digital DataVoice.
On adding VHT's callback technology, DDV will enable context data to be passed from for next-generation communications channels existing routing and screen-pop systems. Likewise, VHT's Conversation Bridge is a simple solution with huge impact that provides customers a consistent experience no matter what form the contact channel takes.
DDV, touted to be one of the most experienced integrators in North America, will also provide customers with its expertise.
By reselling VHT's intelligent multichannel callback capability, DDV will help improve operational efficiency of business, and by selling VHT’s Conversation Bridge, it will enable companies to combine automated support with access to live agents, regardless of the channel used.
VHT and DDV implemented their first joint customer in late 2012.
According to Thomas Jameson, executive vice president of sales at VHT, the partnership is testimony to the commitment of both companies to improve customer experience with intelligent solutions that offer a proven ROI.
Digital DataVoice (DDV) has launched a website, ddvc.com, saying that it’s devoted to contact center technology solutions. Aimed at call/contact centers professionals, information technology specialists and business unit leaders of large enterprises, the site contains compelling information pertaining to interactive voice response (IVR), computer telephony integration and DDV’s professional managed services.