Workforce Management Featured Article
VHT, Videlica Bring Callback to EMEA
Virtual Hold Technology’s (News - Alert) cloud-based callback solution is coming to the Europe, Middle East, and Africa region. VHT has extended its partnership with virtual queuing and omnichannel solutions providers Videlica to bring it there.
VHT Callback enables call centers to give people the option of receiving a return call rather than waiting on hold. Providing callers with this option has been proven to improve customer service experiences and satisfaction. It also can lower revenue loss due to customer churn and costs due to the prevention of longer call center handling times. In fact, VHT says failure to tackle lengthy call queues costs U.K. call centers an estimated £3.7 billion.
“With Callback cloud, we can deliver significant improvements to customer experience in a matter of weeks," said Alan Jones, managing director at 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.”
In these scenarios, callback requests are fed into a cloud engine and then enter a virtual queue. Requests are then allocated to appropriate agents based on their ability to resolve the issue.
“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 (News - Alert), CEO of 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.”
Edited by Mandi Nowitz
