SOURCE: Virtual Hold Technology

Virtual Hold Technology

February 17, 2015 17:38 ET

Virtual Hold Expands Channel Partners Program With Avtex, a Leading Customer Experience Consultant With Deep Interactive Intelligence Ties

Resellers of the VHT Conversation Bridge Give Brands Easy Access to Omni-Channel Callback Solutions

AKRON, OH--(Marketwired - Feb 17, 2015) - Virtual Hold Technology (VHT), a global leader in omni-channel callback solutions for contact centers, has added Avtex to its growing roster of reseller channel partners. 

Avtex offers customer experience consulting services and solutions ranging from unified communications and portals to customer relationship management and contact center platforms. The company has deep ties to Interactive Intelligence and is uniquely qualified to help clients deliver exceptional support through a variety of technologies.

"By being able to offer the VHT Conversation Bridge omni-channel callback solution to our clients, Avtex is able to expand our expertise and provide access to in-demand customer experience technologies," said Bob Azman, chief experience officer, Avtex. "This agreement makes it even easier for our customers running or evaluating Interactive Intelligence to seamlessly add omni-channel callback."

Callback solutions allow customers to choose between waiting in queue or receiving a callback from a customer service agent at a time convenient to them. VHT Conversation Bridge connects customers with customer service agents after they've reached a dead end on self-help channels like Web pages and mobile apps. It also transfers any customer data from nonvoice communication channels to the agent, empowering agents with customer interaction history so they can provide a great experience.

Companies can cut the cost and time associated with having customers repeat information they provided during self-service, making conversations quicker and more successful. Utilizing the contextual data gathered in the self-help channels makes interactions more efficient, which leads to better agent productivity and happier customers.

"Avtex has a strong history of providing its clients with the latest technologies to create an environment that supports an exceptional customer experience," said Thomas Jameson, Executive VP of Sales, Virtual Hold Technology. "Avtex is passionate about finding the right solutions to help brands stand out from the crowd -- and that's exactly what we look for in a reseller."

Avtex is one of a growing number of VHT partners and resellers globally. Currently, VHT can be deployed with nearly any on-premises or cloud-based contact center platform, including Interactive Intelligence, Genesys, Avaya, Cisco and more.

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About Virtual Hold Technology (VHT)
Virtual Hold Technology (VHT) helps organizations align customer context with agent availability to drive meaningful, proactive customer engagements. We enable authentic conversations that improve the customer experience, loyalty and operational efficiency. Our omni-channel callback products dramatically improve First Contact Resolution, brand recognition, agent satisfaction, knowledge and responsiveness.

Our customers measure success with VHT through improvements in key metrics, including Net Promoter Score, Customer Satisfaction and Customer Effort Score. In addition, our customers experience significant operational call center efficiencies measured through the elimination of millions of abandoned calls and billions of minutes of customer hold time. To learn more about how Virtual Hold Technology can help transform how you serve your customers, visit http://www.virtualhold.com or email info@virtualhold.com.

Conversation Bridge, VHT and Virtual Hold Technology are trademarks of Virtual Hold Technology. Interactive Intelligence is a trademark of Interactive Intelligence Inc.

About Avtex
Avtex provides professional services and customer experience consulting encompassing a full 360° suite of solutions including user experience design, application development, unified communications, contact centers, portals, business intelligence, and customer relationship management. Driven by technology know-how and passionate about customer experience, Avtex is uniquely qualified to help clients deliver exceptional experiences to their customers using technology. Backed by strategic partnerships with Microsoft, Sitecore and Interactive Intelligence, Avtex is truly a breadth and depth provider of customer experience technology solutions. Find out more about Avtex online at www.avtex.com or follow Avtex on Twitter at @avtex.

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