Boston, MA – May 21, 2012 – Virtual Hold Technology(R) (VHT(R)) is demonstrating the use of its new Conversation Bridge™ solution that enables customers to request a callback from customer service through internet-connected televisions and smartphones. The Conversation Bridge is a multichannel callback solution that launches callback requests to connect customers with live-service when they have reached a self-service dead end.

VHT’s Conversation Bridge technology is the solution to one of today’s most common and frustrating customer service problems: becoming stranded in closed-loop, self-service systems with no bridge to someone who can help. The Conversation Bridge blends automated support with the human touch by offering access to live agents when customers are contacting them through channels such as mobile apps, social media and websites using devices such as smartphones, internet-enabled televisions, game consoles and store kiosks.

"Today’s demonstration shows that companies can offer an easy and efficient way to satisfy customers who have tried to help themselves but have run into a snag and require human assistance," said Robert Brazier, VHT’s director of product management. "Whether your customers are trying to make a purchase or reservation, solve a problem or manage an account, there’s no reason to leave them stranded and frustrated in a self-service dead end, no matter what channel they are using."

VHT’s Conversation Bridge integrates seamlessly with businesses’ existing communications infrastructure to save them money, optimize customer interactions and transform the customer experience. When customers’ problems can’t be solved through self-service, the Conversation Bridge offers the expected wait time along with ASAP or scheduled callbacks that capture previously-entered, context data from any channel and pass it to agents using existing routing and screen-pop systems. Customers don’t have to endure extended hold times, start the call over or repeat information. Instead, their call is handled by an agent empowered with the most recent relevant information and knowledge to resolve the problem.