CaaS Featured Article

New Callback Solutions from VHT and Concentric Cloud Solutions Eliminate Hold Time

December 05, 2012

Concentric (News - Alert) Cloud Solutions, a provider of advanced cloud-based computing, content acceleration and cloud voice solutions, announced its partnership with Virtual Hold Technology (News - Alert), a provider of conversation strategies, to offer voice and Web cloud-based callback solutions.

This joint solution is aimed at bridging the gap between self-service and the contact center by placing callers in a virtual queue, enabling them to hang up and receive a callback.

In the past, callers had only one option when calling into contact centers -- to wait on hold for the next available agent. However, with the VHT solution, the customer experience is significantly improved by freeing the caller to complete other tasks while waiting in the virtual queue for a callback. The Concentric customer is also beneficial because they pay only for the actual use of the service if a caller selects the callback option, and they no longer have to pay toll fees associated with traditional hold time in the queue while the caller would wait for an available service representative.

"Concentric has a reputation for providing the right mix of cloud-based customer service solutions for their clients," Mark Williams, president at VHT said in a statement.

"Their integration and support experience makes them an ideal business partner for extending the reach of our conversation strategies," Williams added.

Concentric Cloud Solutions, an XO Communications (News - Alert) company, delivers enterprise-class cloud-based solutions that include self-service and intelligent call routing, conferencing and contact center. The relationship with VHT will expand the availability of advanced virtual queuing technology to include ASAP callbacks, scheduled callbacks and Web callbacks for businesses and government agencies served by Concentric Cloud Solutions.

Concentric  believes that by hosting this intelligent multichannel callback capability, it will be able to present a simple solution at key points within customer interactions, all while improving the operational efficiencies of the business.

"We are committed to offering Concentric customers the solutions that best improve their end-users experience," said Steve Nocella, president of Concentric Cloud Solutions.

Nocella also said that this relationship will enable the company to solve one of the most frustrating customer service problems, while advancing its contact center services with VHT's feature-rich callback technology.

In another release, online retail sales could be improved, if online shoppers had easy access to customer service assistance when they need it, indicated a national study released by Virtual Hold Technology.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related CaaS Articles

NTT America Reveals New Channel Partner Program

NTT America new Channel Partner Program helps partners strengthen enterprise, cloud and global capabilities. [ Read More ]
09/10/2014

ITOCHU Chooses NTT as ICT Partner

The ICT market is experiencing a large incremental growth opportunity in recent days, and is predicted to grow in the days to come. NTT Communications Corporation, a provider of solutions related to information and communications technology, is ready to tap this market with its new next-generation ICT infrastructure. [ Read More ]
09/09/2014

Thinking Phone Networks Named a Leader in UCaaS Magic Quadrant by Gartner

Innovative Unified Communications as a Service (UCaaS) provider Thinking Phone Networks announced that Gartner has once again listed the company as one of the leaders of the UCaaS industry. Gartner positioned the company in the "Leaders" quadrant of this year's Magic Quadrant for Unified Communications as a Service (UcaaS) Multiregional report, which is a significant mark of distinction for the company. [ Read More ]
09/09/2014

Nexmo and Telkomsel Bring Cloud-based Two-way Communications to Indonesia

Nexmo, a cloud communication API company, is collaborating with Telkomsel Indonesia to deliver cloud-based two way communications in the Indonesian market. [ Read More ]
09/09/2014

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!