VHT - Virtual Hold Technology

Conversation Bridge

Delivers exceptional cross-channel experience with convenient callback connections

Digital engagement via web chat, social media, mobile apps, and other non-voice channels continues to grow, particularly the use of mobile apps for shopping and customer service. More than ever, customers are exploring, buying, and seeking service over multiple channels yet at some point during their interaction path, they will more than likely want and need to talk to an agent on the phone.

VHT Conversation Bridge™ integrates non-voice interactions with existing intelligent call routing systems so that customers who start an interaction on the web or within a mobile app can quickly and conveniently schedule a callback with a knowledgeable agent.

Information is captured about where the customer was and what they were doing at the time they requested the callback. This customer information is provided to the callback agent, eliminating a top customer frustration of having to repeat information and start over when they continue with live support.

Conversation Bridge enables effortless transition from self to assisted service to complete inquiries and transactions. Customers have better experiences, more favorable views of agents, and are more likely to share their positive experience with others.

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Benefits

Captures customer-specific information about the non-voice interaction, presents that information to routing systems and live agents for more informed live assistance during callbacks

Reduces customer effort and improves experience by providing an easy way for customers to request a callback from the channel they are currently in

Communicates acceptance of the callback request via the channel currently in use