News : Virtual Hold Technology’s Partnership With Videlica Helps Businesses Eliminate Hold Time
Akron, OH, USA, Dec 6, 2017 -- Failure to tackle lengthy call queues has been a significant challenge for contact centers in the UK – costing businesses an estimated £3.7 billion. To help alleviate revenue loss, Virtual Hold Technology (VHT) and Videlica, a virtual queuing and omni-channel solutions provider, are expanding their long-standing partnership to bring VHT Callback cloud to EMEA.
VHT Callback cloud provides a fully self-service platform that simplifies how callback is offered across voice, web and mobile channels – giving smaller businesses a scalable, cost-efficient option for eliminating customer frustration. Callback requests are sent to a cloud engine and entered into a virtual queue. Requests are then allocated to the appropriate agent based on their ability to resolve the issue.
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"While investing in customer experience is a critical component in building and maintaining brand loyalty, tight budgets leave many companies believing callback is out of their grasp," said Wes Hayden, CEO, VHT. "Videlica has been a crucial partner in developing and deploying on-premises callback solutions to leading enterprises globally. By extending our partnership to include VHT Callback cloud, all businesses across EMEA can now reap the benefits of callback without the worry of costly integration."
With a partnership spanning more than 10 years, Videlica and VHT are delighted to launch the Callback cloud solution into the EMEA market.
"With Callback cloud, we can deliver significant improvements to customer experience in a matter of weeks," said Alan Jones, managing director, Videlica. "Powerful APIs enable developers to rapidly deploy callback options across a company’s communication channels, including mobile and web. And because the solution runs on the cloud, there is no need to purchase, install or maintain additional hardware or software."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Queue Settings
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About Virtual Hold Technology:
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.
Published: Friday, December 8, 2017
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