Contact Center Solutions Featured Article

Digital DataVoice and VHT Bridge Gap between Self Service and Contact Centers

January 22, 2013

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 (News - Alert) (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.




Edited by Carlos Olivera

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014
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!