From the Wires
VHT and Concentric Cloud Solutions Partner to Eliminate Hold Time
New Callback Solutions Improve the Customer Experience
By: Marketwired .
Dec. 4, 2012 10:00 AM
AKRON, OH -- (Marketwire) -- 12/04/12 -- Concentric Cloud Solutions and Virtual Hold Technology® (VHT®) have joined their expertise to offer voice and web cloud-based callback solutions that bridge 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 also benefits 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 Cloud Solutions, an XO Communications 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 has a reputation for providing the right mix of cloud-based customer service solutions for their clients," said VHT President Mark Williams. "Their integration and support experience makes them an ideal business partner for extending the reach of our conversation strategies."
Concentric will offer Virtual Hold® as a solution that enables companies to blend automated support with the ability to access live agents when help is needed, regardless of the channel the customer is contacting them through. By hosting this intelligent multichannel callback capability, Concentric 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. "This relationship will enable us to solve one of the most frustrating customer service problems while advancing our contact center services with VHT's feature-rich callback technology."
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