Contact Center Solutions Featured Article

Virtual Hold Technology Expands Contact Center Callback Options

December 11, 2014

Callback solutions for contact centers have always been premises based.  However, Virtual Hold Technology (VHT), a provider of enterprise virtual queuing and callback solutions for the past two decades is providing small to mid-sized business (SMB) contact centers a new option that has been enjoyed by larger enterprises. Thanks to an investment in CALLPROMISE, VHT SMB customers will now be able to deploy a fully SaaS-based virtual queuing solution.

Yes, you read correctly, callback like almost every aspect of contact center solutions functionality has moved to the cloud with all of the (pardon the expression) attendant benefits, and now organizations of any size have it as an option. And, as an FYI for those interested, the CALLPROMISE relationship will be managed by Kevin Sjodin, former CEO of VHT.

The new capability, VHT Callback Cloud for Business, powered by CALLPROMISE, does as the name implies. It route calls through the cloud engine where calls are queued. The assigned times and agent resources are based on custom rules and managed through the callback/agent interaction.

“CALLPROMISE was born in the cloud, so it makes sense that we would partner with the leading callback brand to grow our market share and provide a best-in-class SaaS offering for VHT customers around the world,” said Mike Oristian, CALLPROMISE vice president of business development

As VHT points out in making this announcement, the partnership with CALLPROMISE is just one way that organizations can access cloud-based callback solutions from VHT. The company already has agreements with Verizon Enterprise Solutions and XO Communications which enable customers to access VHT callback solutions through cloud service platforms offered by both companies. 

“Our contact center customers are looking for a broad array of products and delivery options. We believe that callback should be a standard offering for every customer, on every channel, and for every company large and small,” said Mark Williams, president of VHT. “Our goal is to make it as easy as possible for organizations to implement callback – across all channels, on a broad spectrum of platforms, and using any format they desire.”

With self-service becoming increasingly popular, and customer fuses becoming shorter in terms of a willingness to spend time on waiting online, callback has become crucial for improving contact center productivity, i.e., assuring the right person gets back to people in a timely manner, and most importantly in enhancing the customer experience. 

As I discussed in a recent posting on the importance of being not left on hold and being able to get a timely callback, in regards to really moving the chain in the right direction on customer satisfaction callbacks are non-trivial. Not only when properly implemented do callbacks increase customer stickiness, but in a world where bad experiences go viral in seconds not taking advantage of the latest callback capabilities can have significant consequences. This is true for any organization. It is also why SMBs are such a prime target for a SaaS solution. 

Edited by Maurice Nagle