It’s not just a callback. It’s multichannel callback with context that integrates with existing contact center infrastructure for seamless routing and reporting.
Virtual Hold Technology (VHT) Conversation Bridge connects to existing customer service applications and infrastructure in three ways:
- Application connectors help add VHT experiences to self-service applications in any channel. These include pre-built voice applications, libraries to power mobile development, sample applications, and more. These are all powered through standard Web services interfaces, allowing for flexibility and extension to meet unique needs.
- Contact center connectors allow the VHT Conversation Bridge to understand when people are available to talk, calculate an expected wait time, and integrate with back-end systems like screen pop and routing.
- Web-based management and reporting interfaces give customer service professionals the ability to understand and control the VHT experience.
Creating a great experience
For voice applications, VHT Conversation Bridge offers a wide variety of integration options, including VoiceXML applications for VXML 2.1 compliant voice browsers. If another integration approach is required, VHT Conversation Bridge comes pre-packaged with its own simple IVR application that integrates with both TDM and SIP environments.
VHT Conversation Bridge also provides a Web service interface and libraries for iOS, Android, and other platforms. These give developers straightforward set of tools for adding callback to apps on the Web, in smartphones, on social networks, on television consoles, agent desktops and more.
VHT Conversation Bridge connects to the most popular contact center systems from Avaya, Cisco, Genesys, and others. This allows the system to pass data about your customer’s needs into the contact center from any communication channel – and gives companies the ability to leverage that data in call routing decisions and screen pops to agents
VHT’s suite of reports and metrics focus specifically on multi-channel callback applications. Data is collected for every interaction, giving customer service professionals visibility into the performance and ROI of the VHT Conversation Bridge solution, as well as the performance of their customer service organization. All of VHT Conversation Bridge’s business rules and reports are managed through a single, Web-based user interface.