Contact Center Solutions Featured Article

Multichannel Callback Solution from VHT Helps End Frustrating Customer Self-Service Dead Ends

August 23, 2012

While the contact center industry doesn't lack media customers that can choose to contact the companies they do business with – they seem to grow in number every year – Virtual Hold Technology (VHT) is offering a new one. At Genesys' G-Force Asia-Pacific event this week, VHT demonstrated its new Conversation Bridge solution that enables customers to request a callback from customer service through Internet-connected smartphones, televisions and other devices to customers of Genesys, a reseller partner of VHT.


Few things anger customers more than customer service “dead ends,” when they are encouraged to use self-service solutions to help themselves, but find there is a point beyond which they can't progress, stuck in a “closed loop” system. Conversation Bridge is a multichannel callback solution that launches callback requests to connect customers with a live agent when they find themselves at a self-service “dead end.”

Conversation Bridge blends automated support with the human touch by offering access to live agents when customers are contacting them through channels such as mobile apps, social media and websites using devices such as smartphones, internet-enabled televisions, game consoles and store kiosks.

“Today's demonstration shows that companies can offer an easy and efficient way to satisfy customers who have tried to help themselves but have run into an obstacle and require human assistance,” said Robert Brazier, VHT's director of product management, statement.

“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. Providing callback with context is the solution,” he added.

The new solution was designed to blend with businesses' existing communications infrastructure to help save money, optimize customer interactions and transform the customer experience.

When customers' problems cannot be solved through self-service, the Conversation Bridge shows the expected wait time for live service, along with immediate or scheduled callbacks that capture previously-entered, context data from any channel and pass it to agents using existing routing and screen-pop systems. It eliminates the need for customers to wait through extended hold times, start the process over, re-authenticate or repeat information. Instead, their call is handled by an agent already supplied with the recent relevant information and knowledge to resolve the problem.

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Edited by Brooke Neuman



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