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.
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Edited by Brooke Neuman