SOURCE: Virtual Hold Technology

Virtual Hold Technology

September 29, 2015 10:00 ET

New Customer-Outcome Management Software From Virtual Hold Technology Navigates Effortless Customer Interaction and Desired Outcomes

VHT Navigator Provides Context for Consumer Interaction With a Brand

AKRON, OH--(Marketwired - Sep 29, 2015) - Virtual Hold Technology (VHT), a global leader in multichannel customer engagement solutions, has released VHT Navigator. VHT Navigator is scalable, customer-outcome management software that enables seamless interactions, across all communication channels, between customer and brand.

VHT Navigator captures and analyzes key customer moments of interaction and identifies opportunities to trigger engagement based on customer actions and intent to reach desired outcomes. No other customer outcome management solution offers this level of data capture, analysis and ease of use.

"Organizations still operate customer touchpoints as silos, hampering the promise of true omnichannel experiences," said Nancy Jamison, principal analyst, Frost & Sullivan. "VHT Navigator's ability to tie multichannel, multivendor silos together and empower business users taps into a new and largely unaddressed area."

Real-time and historic events provide the interaction and touchpoint data required to help companies effortlessly navigate customers through the experience to a desired outcome. Access to key data from structured and unstructured sources provides an unprecedented view of the customer's interaction path across channels and helps brands anticipate the customer's need based on prior and in-the-moment activity.

"This ability to guide customers and adapt in real time with context toward desired outcomes is quite compelling and is in step with VHT's track record of delivering solutions that improve the customer experience," added Jamison.

Activity not yet linked to a specific customer can also be captured and aggregated once the individual is authenticated, providing additional context. Customer-specific data is categorized into events that are analyzed with applied business logic to drive dynamic interactions.

Business users also gain the ability to anticipate need based on defined customer experience flows. VHT Navigator establishes the relationship between events and the progress toward outcomes, tracking the customer's experience in standard and customizable dashboards. The addition of customizable dashboards enables organizations to further tailor VHT Navigator to their customer and better trigger next right actions.

"In order to stay competitive, brands must provide a myriad of engagement channels yet act as one company, proactively engaging with them to build and improve the customer relationship," said Wes Hayden, CEO of Virtual Hold Technology. "With context and visibility into customer intent, organizations can focus on providing timely, relevant and proactive customer experiences, easing the path toward positive outcomes."

VHT Navigator can be deployed as an overlay to any existing single or multivendor environment, complementing and providing real-time updates to channels, CRM systems and existing business processes. VHT Navigator is implemented as a standalone solution or in conjunction with other VHT solutions, such as VHT Callback or VHT Notification Suite.

Tweet this: News: @VirtualHold launches #VHT Navigator to help #contactcenters navigate customer interaction effortlessly. #CX, #CCTR

About Virtual Hold Technology (VHT)
Virtual Hold Technology (VHT) offers a suite of complementary, patented solutions that help organizations enhance the customer journey in order to achieve greater loyalty, efficiency and revenue. Multichannel solutions provide the opportunity to enrich the brand and deepen the customer relationship with every interaction. Deployed seamlessly within any single or multivendor environment, our virtual queuing and customer engagement solutions are designed to empower customers, agents and brands. To learn more about how Virtual Hold Technology can help transform how you serve your customers, visit or email

Callback, Navigator, Notification Suite, VHT and Virtual Hold Technology are trademarks of Virtual Hold Technology.

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