SOURCE: Virtual Hold Technology

Virtual Hold Technology

May 21, 2012 08:00 ET

From Your Television to Customer Service: Please Call Me Back

VHT Demonstrates Multichannel Callback Solution at IAUG Conference

BOSTON, MA--(Marketwire - May 21, 2012) - Today, at the International Avaya Users Group Conference (IAUG), Virtual Hold Technology® (VHT®) is demonstrating the use of its new Conversation Bridge™ solution that enables customers to request a callback from customer service through internet-connected televisions and smartphones. The Conversation Bridge is a multichannel callback solution that launches callback requests to connect customers with live-service when they have reached a self-service dead end. The IAUG Conference is the second-annual world gathering of two of the contact center industry's largest user's groups, the International Alliance of Avaya Users (InAAU) and the International Nortel Networks Users Association (INNUA).

VHT's Conversation Bridge technology is the solution to one of today's most common and frustrating customer service problems: becoming stranded in closed-loop, self-service systems with no bridge to someone who can help. The 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 a snag and require human assistance," said Robert Brazier, VHT's director of product management. "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."

VHT's Conversation Bridge integrates seamlessly with businesses' existing communications infrastructure to save them money, optimize customer interactions and transform the customer experience. When customers' problems can't be solved through self-service, the Conversation Bridge offers the expected wait time along with ASAP or scheduled callbacks that capture previously-entered, context data from any channel and pass it to agents using existing routing and screen-pop systems. Customers don't have to endure extended hold times, start the call over or repeat information. Instead, their call is handled by an agent empowered with the most recent relevant information and knowledge to resolve the problem.

VHT pioneered virtual queuing callback technology for contact centers and Fortune 1000 clients in the 1990s and continues to be on the leading edge with solutions for mobile platforms that are seamlessly integrated into companies' existing strategies and systems. VHT's multichannel callback solutions that enhance the customer experience have saved literally hundreds of years of hold time for customers of companies such as T-Mobile, Aflac, Pacific Gas and Electric Company, Southwest Airlines and Time Warner Cable.

About Virtual Hold Technology® (VHT®)
VHT is uniquely positioned to solve the ubiquitous customer service problem of reaching a human who can help by bridging the gap between automated self-service applications and qualified support for a variety of channels, including web, social, mobile, consoles, kiosks and voice. VHT's simple Conversation Bridge™ is a multichannel callback solution that enables context data to be passed from any channel to existing routing and screen-pop systems to save companies money, optimize customer interactions and transform the customer experience. To learn how VHT can surprise and delight your customers, visit, call 800-854-1815 or email

Contact Information

  • Media Contact:
    Adrienna Frazer
    Email Contact

    Virtual Hold Technology (VHT)
    3875 Embassy Pkwy.
    Suite 350
    Akron, Ohio 44333