Virtual Hold has become a generic description or eponym for the concept of intelligent call queue management. Constantly upgraded since its introduction in 1995, the Virtual Hold Technology (VHT) Callback product remains today’s market leader in function, feature and ability to integrate into the work flow of modern contact centers. When effectively integrated into an Interactive Voice Response (IVR) system, an automated callback option can dramatically improve customer experience by managing their expectation for service, and putting control back into their hands.
MicroAutomation embraces Virtual Hold as a natural extension of our belief that effective customer service begins and ends with creating an ‘effortless experience’ for the customer. Today’s customers want and expect the organizations they buy from or are serviced by to value their time and engage them on their terms – #ReduceCustomerEffort. The industry experience from using the VHT’s Callback solutions speaks for itself. Most customers realize as much as a 50% reduction in their abandoned call rates and find that callers will opt for a callback as much as 52% of the time.
CAPABILITIES
Virtual Hold Technology believes that delivering an exceptional customer experience doesn’t have to be difficult. In fact, every customer interaction, regardless of channel, should enrich the brand and deepen the customer relationship. Their stated mission is to inspire customer loyalty, enabling effortless customer experience through improved customer interaction.
Since their inception in 1995, VHT has been the innovator in enhancing the customer journey. Founder, Mark Williams, recognized the severity of customer frustration in relation to delivering exceptional customer service. This led to inventing a patented solution, VHT Callback, which eliminated wait time while increasing customer satisfaction.
Today, their innovative approach has evolved and now helps organizations not only eliminate customer wait times but also creates a positive first impression of the brand and improves customer interactions, operational efficiencies and revenue opportunities.
Deployed seamlessly within any single or multivendor environment, VHT’s virtual queuing (Callback) and customer outcome management software (Navigator) are designed to empower customers, agents and brands.
PARTNER PRODUCTS
- VHT Callback – VHT Callback™ calculates and quotes the expected wait time. This gives customers the option to receive a callback in the same amount of time as if they had waited on hold, or to schedule a callback for a more convenient time.
- CallBack Cloud for Business – VHT Callback Cloud for Business is a SaaS platform that takes care of the complex processes required to enable callback solutions across your business. Our hosted applications make it a snap to offer callers alternatives to waiting on hold from your IVR, connect with online visitors quickly and effectively, and create meaningful connections with mobile users via SMS.
- VHT Navigator – VHT Navigator™ is a scalable, customer outcome management software solution that captures and analyzes customer-specific activity, navigating effortless customer interaction and desired outcomes for customers and organizations. Historical and real-time interaction details are captured between customer and organization. Activity, which may span time, multiple channel silos, and systems, includes data normally captured such as: paths taken, interaction frequency, information sent, or actions taken. This information is then analyzed, and business logic is applied to navigate dynamic, personalized experiences.
- VHT Conversation Bridge – VHT Conversation Bridge™ integrates non-voice interactions with existing intelligent call routing systems so that customers who start an interaction on the web or within a mobile app can quickly and conveniently schedule a callback with a knowledgeable agent.
- VHT Agent Assist – VHT Agent Assist™ provides agents with a view of real and virtual queue conditions and the ability to offer callbacks with agent groups available for callbacks.