VHT Callback

One of the biggest frustrations that customers express when trying to contact businesses is long wait times. Even with a large workforce, contact centers frequently experience influxes in customer volume that can result in long wait times. With VHT Callback solutions and software, the customer now has more power over their customer experience.

For clients with on-premise traditional phone systems, VHT can be leveraged in tandem.  There is no need to dismantle and replace your entire system, as VHT can be layered on top to provide these robust features to any VHT supported traditional on-premise phone system.

VHT Callback gives businesses the ability to reduce call abandon rates and increase average response times by 46%. Call center and contact center agents can give customers the option to provide a callback number that an agent can respond to once bandwidth has opened - therefore reducing customer frustration, agent handle-time, and streamlining conversations. With VHT Solutions, you can ensure that your business's call center and contact center will operate smoothly, and customers can be promptly assisted.

Benefits

• Customers gain control over their relationship with your brand or business.
• Customers save precious time that would otherwise be spent on hold.
• Customers will feel more valued and will therefore greatly improve their loyalty to your brand.
• Provides a first call resolution strategy
  • Contact centers can minimize the number of times that a customer is transferred from one agent to another.
• Easily integrates with single and multivendor call center or contact center infrastructure.

Features

• VHT ASAP Callback
  • A caller is placed on hold in a virtual queue - allowing them to hang up and get a call back from the agent rather than wait on the line.
• VHT Scheduled Callback
  • Callers can schedule a callback at a more convenient time for the customer based on availability of the agent.
• VHT CX Platform
  • Provides centralized virtual queuing, configuration and administration while also calculating and delivering estimated wait times, insights and product-level integration to call routing platforms.
• VHT Callback Dashboards
  • Real-time monitoring of call information and statistics via the web.
• End-of-Day Strategies and Operation Modes
  • Flexibility to react to various business conditions such as operation hours - ultimately preventing calls from building up in the queue when lines are busy.
• Pre-packaged, customizable reporting and analytics
• Business Intelligence Analysis (BIA) services
  • A package of support services including a dedicated business analyst, operational wellness reports, forecasting and planning, and system performance reviews.
• System Health Management
  • Real-time conditions of VHT components and applications.

Other Solutions:

• VHT Conversation Bridge
  • Customers can request callbacks through digital channels such as web or mobile.
• VHT Notification Suite
  • Callers get callback status notifications via email or text.
• VHT Agent Assist
  • Agents receive real-time views of virtual queue conditions and can offer agent-assisted callbacks for customers needing to transfer to another agent.
• VHT Navigator
  • Displays customer activities and provides customer guidance when navigating through channels in order to trigger the appropriate action.

VHT Callback Cloud

VHT Cloud is a SaaS platform that handles complex processes required to enable callback solutions and features for business's call center or contact center - making it easy and affordable to implement callback strategies.

VHT Callback Cloud solutions allow for on-demand scalability - increasing efficiency during inbound call influxes and easily integrates with your business's current infrastructure.

Businesses can easily manage its voice and digital channels in order to create positive, long-lasting connections with customers while reducing wait-times and significantly improve customer satisfaction.

Benefits:

• Immediate insight on customer experience.
• Reliable and cost-effective cloud-based services that can integrate with your contact center.
• Immediate access to powerful APIs that enable deployment of callback features across channels.

Features

• Callback as a Service
  • SaaS solution that enables deployment across your business regardless of telephony or contact center infrastructure.
• Web/Mobile APIs
  • Customers can easily request callbacks from a web page or mobile device.
• Cloud-based dialing
  • SaaS hosting allows for on-demand scalability to support spikes in call volume.
• Configurable Experiences
  • Real-time configuration settings are easily accessible for business users to adjust the customer experience.
• Reporting & Analytics

To contact the Converged Communications team, send us an email (sales@convergedsystems.com) or call us at (877) 598-3999. Choosing the correct call monitoring solution(s) for your office is a key driver in optimizing company performance and productivity. Let Converged Communication Systems provide the best-in-class solution and support for your business.