CaaS Featured Article

Digital DataVoice and VHT Bridge Gap between Self Service and Contact Centers

January 22, 2013

In this era, which belongs to the ‘do it yourself’, self service has been boosted considerably with customers going to contact centers only when they cannot tackle the problem.

Bearing this in mind, Digital DataVoice (DDV) and Virtual Hold Technology (News - Alert) (VHT) teamed up to offer callback solutions that reportedly bridge the gap between self-service and the contact center, regardless of channel.

“Our customers are looking for better ways to serve their customers, whether that's via traditional voice channels or on smartphone’s and the web," said Doug Nelson, vice president of sales, Digital DataVoice.

On adding VHT's callback technology, DDV will enable context data to be passed from for next-generation communications channels existing routing and screen-pop systems. Likewise, VHT's Conversation Bridge is a simple solution with huge impact that provides customers a consistent experience no matter what form the contact channel takes.

DDV, touted to be one of the most experienced integrators in North America, will also provide customers with its expertise.

By reselling VHT's intelligent multichannel callback capability, DDV will help improve operational efficiency of business, and by selling VHT’s Conversation Bridge, it will enable companies to combine automated support with access to live agents, regardless of the channel used.

VHT and DDV implemented their first joint customer in late 2012.

According to Thomas Jameson, executive vice president of sales at VHT, the partnership is testimony to the commitment of both companies to improve customer experience with intelligent solutions that offer a proven ROI.

Digital DataVoice (DDV) has launched a website, ddvc.com, saying that it’s devoted to contact center technology solutions. Aimed at call/contact centers professionals, information technology specialists and business unit leaders of large enterprises, the site contains compelling information pertaining to interactive voice response (IVR), computer telephony integration and DDV’s professional managed services.




Edited by Carlos Olivera

Article comments powered by Disqus

Related CaaS Articles

Trimble Announces New Cloud-Based Platform for Field Service Management

Best known for GPS technology, Trimble recently launched a new cloud-based platform for field service management. [ Read More ]
10/20/2014

Mitel Tries Again to Score ShoreTel Acquisition

Mitel, a cloud communications provider, has announced that it has made a proposal to ShoreTel's board of directors to acquire all of its outstanding common stock after an earlier proposal to acquire the business phone system company failed earlier this month. [ Read More ]
10/20/2014

Celerant Technology Completes Successful 15 Years in Retail Technology Market

Celerant Technology, a retail technology provider offering multi-channel integration to retailers across all industries, is currently celebrating the occasion of successfully completing 15 years as a specialist in the a retail technology market. [ Read More ]
10/16/2014

Toshiba's VIPedge Application Service: UM & UC in the Cloud

Toshiba America Information Systems Inc., Telecommunication Systems Division is offering a new and simpler option for adding more advanced applications to a premises-based telephony system. Customers that deploy a Toshiba business phone system on-site can now access messaging, mobility and unified communications services in the cloud. The new Toshiba VIPedge Application Service makes Unified Messaging (UM) and Unified Communications (UC) applications available "as-a-service" for a monthly subscr… [ Read More ]
10/16/2014

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!