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

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
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!