VHTR Offers Single, Comprehensive Multichannel Callback Solution


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The End of Customer Service Dead Ends
VHTR Offers Single, Comprehensive Multichannel Callback Solution

Seattle, WA – April 17, 2012 – Virtual Hold TechnologyR (VHTR), a world
leader in bridging the self-service gap between customers and people who can
help, is introducing the Conversation BridgeT today at Genesys G-Force
Americas. It is the solution to one of today’s most common and frustrating
customer service problems: becoming stranded in a closed-loop self-service
system with no bridge to someone who can help. VHT’s Conversation Bridge
enables companies to blend automated support with the ability to access live
agents when help is needed regardless of the channel the customer is
contacting them through – smartphones, mobile apps, social media sites,
websites and even gaming consoles.

“By 2016, more than 60 percent of inbound customer service calls will come
from smartphones, laptops and devices other than landlines like gaming
consoles, set top boxes and store kiosks,” said VHT CEO Kevin Sjodin.
“Today’s always-connected, app-enabled customers want answers quickly so
they can solve problems and accomplish tasks. This means that after trying
self service, sometimes they need to talk.”

VHT’s Conversation Bridge integrates with businesses’ existing
communications infrastructures to optimize customer interactions and
transform the customer experience. When customers’ problems can’t be solved
through self service, the Conversation Bridge offers ASAP or scheduled
callbacks that capture previously entered context data from any channel and
passes it to agents using existing routing and screen-pop systems. Customers
don’t have to start all over at the beginning of business process by dialing
a 1-800 number, endure extended hold times or repeat information. Instead,
the call is handled by an agent empowered with the most recent, relevant
information and knowledge to resolve the problem.

“Multichannel, intelligent callbacks with context benefit both customers and
businesses,” Sjodin said. “Customers never have to start over, repeat
information or wait on hold. Companies save the cost and time associated
with having the customer repeat information they already provided during
self service, and because the Conversation Bridge activates at precisely the
moment when the customer is at a crossroads, it presents businesses with an
opportunity to build the brand perception and customer relationship at a
critical point in time.”

The Conversation Bridge uses smart business rules to dynamically change the
callback options offered to callers based on current, projected and
historical staffing and queue conditions to prevent queues from becoming
overloaded. Additionally, key metrics for measuring system performance are
recorded and reported to enable business stakeholders and IT support staff
to optimize the system. Business rules and reports are managed through a
single web-based user interface.

So that developers can quickly incorporate the Conversation Bridge into
their systems, a variety of connectors plug into existing customer
interaction applications. They include web services and application
templates for iOS and Android, as well as VoiceXML call flows that make it
easy for developers to work with the Conversation Bridge platform.

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 intelligent callback solutions for mobile, web, social, console and
voice platforms. VHT’s multichannel callback solutions enhance the customer
experience and have saved literally hundreds of years of hold time for
customers all over the world.


About 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 www.conversationbridge.com or email
[email protected].

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