#contactcenterworld, @vhtcx, @awscloud
Akron, OH, USA, Feb 17, 2021 -- VHT, a provider of customer in control software, announced a collaboration with Amazon Web Services (AWS) to provide brands with access to cloud-based Callback and notification capabilities via its Mindful platform. Mindful is an enterprise-grade, Software-as-a-Service (SaaS) platform built on AWS, designed to enable customers to seamlessly transition between talk and text. Through this collaboration, VHT will leverage Amazon Connect to help brands create more meaningful customer experiences and improve customer satisfaction for contact center customers globally.
"With many enterprises focused on improving the contact center customer experience, the transition to cloud-based contact centers has accelerated," said Matt DiMaria, CEO, VHT. "We’re excited to be working with AWS to help enterprises improve and enhance their customer experience by making contact center interactions faster, more convenient, and productive."
As an AWS Advanced Technology Partner, VHT will support existing clients, as well as expand its client and partner reach through AWS Marketplace by participating in joint sales and marketing initiatives with AWS.
"We are delighted to support VHT in building solutions on AWS to improve and enhance the contact center experience," said Sabina Joseph, GM, Americas Technology Partners, AWS. "With this integration, customers can quickly realize the benefits of VHT’s integration with Amazon Connect, through the ease of use of a SaaS offering and the scalability and reliability provided by AWS."
"Our agency was facing an unprecedented increase in call volume related to COVID-19, so we knew we had to quickly implement a fully productized solution that integrated with Amazon Connect to eliminate hold times and improve our customer experience," said Amer Khan, Director at the State of Connecticut. "We were delighted to learn that through our partnership with Strategic Communications, who manages all the AWS spend for our agency, we could purchase VHT Mindful through AWS Marketplace to streamline the ordering process which saved us months, and gave us the ability to go live in days."
Blake Kelly, Cloud Account Executive with Strategic Communications said, "We knew the DOL had to go live by year-end, so we worked hand in hand with the DOL, AWS Marketplace, and VHT team to justify cost-to-benefit analysis. We then quickly processed the order to implement Mindful on Amazon Connect within just one week?just in time for the start of the DOL’s busy season."
Matt DiMaria, CEO, VHT added, "The Mindful integration with Amazon Connect, one of the fastest-growing cloud-based contact center platforms in the industry, will deliver a premier experience for brands. It provides Amazon Connect customers with access to Mindful’s proprietary Callback technology as well as our unique capabilities with seamless transitioning from talk to text."
Veronica Silva Cusi, news correspondent
Virtual Hold Technology’s patented queue management solutions help contact centers meet service level targets with reduced staffing requirements. The Virtual Hold product suite increases customer satisfaction, reduces ASA & abandons, improves service level, increases agent efficiency, and reduces toll and labor expenses.
About Amazon Web Services:
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these services are Amazon EC2 and Amazon S3.
Published: Thursday, February 18, 2021
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