SOURCE: Virtual Hold Technology

Virtual Hold Technology

June 25, 2013 08:10 ET

Virtual Hold Technology® (VHT) Eliminates the 1-800 Number With Conversation Bridge Demo at Forrester CX Forum

VHT's Multichannel Callback Solution Takes the Place of Traditional Inbound Customer Calling

NEW YORK, NY--(Marketwired - Jun 25, 2013) -  Virtual Hold Technology® (VHT), a world leader in multichannel callback solutions, is demonstrating its Conversation Bridge solution for eliminating 1-800 toll free numbers at The Forrester Customer Experience Forum in New York City. The solution allows customers who run into a dead end with popular self-service systems to request a quick and easy callback from a customer service representative instead of dialing a 1-800 or other toll free number. 

A common and frustrating customer service problem is dialing 1-800 numbers, navigating voice menu systems and waiting on hold when quick help is needed. VHT's Conversation Bridge offers a streamlined and improved customer experience by integrating the company's online self-service applications with the people who can help in the customer service center. VHT's Conversation Bridge sends information about the customer as well as the context of the request, to the call center to ensure the callback is handled by the right representative so that the issue is resolved quickly and accurately the first time.

The Forrester Customer Experience Forum runs through June 27th in New York City and features keynote speeches and track sessions where attendees learn how to get their customer experience programs to the next level. Whether they're starting from scratch or in the midst of a transformation, it's the event of the year that teaches companies how to launch customer experience initiatives that deliver measurable ROI.

"Improving the customer experience involves people, processes and technology. The process of dialing 1-800 numbers is antiquated and customers demand that organizations upgrade their technology so that they can more easily connect with the people who can help them," stated Wes Hayden, CEO for VHT.

VHT pioneered virtual queuing and multichannel callback technology for improving the customer experience in the 1990s and continues to be on the leading edge with intelligent callback solutions for mobile, web, social networks, gaming consoles, kiosks and IVR voice platforms that connect customers quickly and easily to real-time service. VHT's solutions have saved literally hundreds of years of hold time for customers all over the world.

About Virtual Hold Technology

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 menu systems. VHT's Conversation Bridge is a multichannel callback solution that enables context data to be passed from any channel to existing call center systems to save companies money, optimize customer interactions and transform the customer experience. To learn more, visit or email

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