SEATTLE, WA — (Marketwire) — 04/17/12 — Virtual Hold Technology® (VHT®), a world leader in bridging the self-service gap between customers and people who can help, is introducing the Conversation Bridge 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.
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 or email .
Adrienna Frazer
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