Contact Center Solutions Featured Article

Interactive Intelligence Incorporates Callback Features via New Reseller Agreement

January 06, 2016

Customer engagement software specialist Interactive Intelligence has entered into a new reseller partnership with Virtual Hold Technology (VHT), a provider of multichannel callback and other contact center solutions. As a result of this partnership, VHT’s suite of callback solutions will be offered as a component of Customer Interaction Center (CIC), Interactive Intelligence’s suite of on-premises omnichannel customer engagement software.


VHT Callback’s primary functionality lets contact centers give customers the option of waiting in a queue or hanging up to receive a callback at their convenience, a simple feature that has the potential to radically improve the customer experience while streamlining call center traffic. The suite also includes VHT Conversation Bridge, an omnichannel-enabling technology that lets customers use non-voice channels such as the Web or Internet of Things (IoT) devices to request a callback.

VHT Notification Suite provides contact centers with notification, scheduling and interaction tracking capabilities to further reduce hold time and improve the customer experience, whereas VHT Agent Assist generates a visual representation of the call queue status and provides agents with the option to offer customers the aforementioned callback feature. Together, these four VHT callback solutions are a vital asset to call centers looking to smoothen operations and keep customers happy.

These capabilities will substantially enhance the very basic callback features already offered by Interactive Intelligence as a part of CIC, and make the solution more compelling to call centers in a range of industries. CIC is a premiere solution with very robust functionality, with features including unified communications (UC), workforce optimization (WFA), business process automation (BPA) Customer Relationship Management (CRM) software integrations, multichannel routing, outbound dialing, voice self-service, collections and reporting,.

Meanwhile, VHT will benefit from the expanded reach of its products and growth of its customer base, as well as opportunities to further develop and improve upon its callback capabilities.

"Maintaining a high degree of customer satisfaction is vitally important to the success of any brand," said Thomas Jameson, Executive Vice President of Sales at VHT. "We welcome the opportunity to combine each of our company's 20-plus years of experience to help contact centers improve service and increase operational efficiencies."




Edited by Peter Bernstein



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