SOURCE: Virtual Hold Technology

Virtual Hold Technology

September 12, 2012 04:00 ET

VHT Creates the New Conversation: From Your Smartphone App to Customer Service

VHT Demonstrates Multichannel Callback Solution at Genesys G-Force Barcelona

BARCELONA, SPAIN--(Marketwire - Sep 12, 2012) -  Virtual Hold Technology® (VHT®) today is demonstrating its new Conversation Bridge™ solution that enables customers to request a callback from customer service through internet-connected smartphones, televisions, kiosks, gaming consoles and other devices at Genesys G-Force Barcelona, one of the biggest contact center events of the year, sponsored in part by VHT.

VHT's 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. It is the solution to one of today's most common and frustrating customer service problems: exhausting all options and becoming stranded in 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, online social communities and websites.

"Our demonstration shows that there are new, innovative and exciting ways to communicate with customers. Offering an easy and efficient way to satisfy customers who have hit a self-service dead end and require human assistance is no longer just an idea of the future," said Ed Haggerty, vice president of channel sales for VHT. "It really is a part of creating the new conversation that Genesys G-Force Barcelona is sharing with all attendees."

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 immediate or scheduled callbacks that capture previously-entered, context data from any channel and securely passes it to agents using existing routing and screen-pop systems. Customers don't have to endure extended hold times, start the process over, re-authenticate 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.

About Virtual Hold Technology® (VHT®)
VHT's Conversation Bridge™ is a simple solution with huge impact that provides customers a consistent experience no matter how they try to contact you. VHT's intelligent callback solutions prepare businesses for next-generation communications channels, such as mobile apps and internet-connected TV consoles, by enabling context data to be passed from these channels to existing routing and screen-pop systems. To learn more about how VHT can save your company money, optimize your customer interactions and transform the customer experience, visit www.conversationbridge.com or email info@virtualhold.com.

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