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INTERFACES & ADAPTERS
A contact center depends upon a variety of systems in order to operate optimally. Through our 12 years of experience, we have been able to provide technology solutions that complement and enhance your existing environment. Virtual Hold solutions are easily integrated into your complex contact center environment through a variety of interfaces and adapters. Whether your contact center is network-based, enterprise-based or premise-based, Virtual Hold’s flexible architecture has the ability to adapt to your specific business and IT requirements.
A Turnkey Solution
The Virtual Hold “turnkey” solution comes complete with an ACD interface for tracking and monitoring calls within your queues. In addition, within the application is a fully functioning IVR with a comprehensive call flow built right in.
Interfaces
Virtual Hold ACD interfaces allow the application to communicate with your ACD and are responsible for telephony event collection and basic call control. The interfaces use your ACD’s native API or a third party (middleware) API.
Adapters
Virtual Hold Routing Adapters ensure that network or enterprise-based load balancing and skills-based routing integrity remains intact.
Virtual Hold Screen Pop Adapters preserve data associated with a voice call and reattach the data to the call upon callback. This means that callbacks do not affect the ability to use supported screen pop applications to populate agent desktops with customer data.
Virtual Hold Readerboard Adapters permit the presentation of integrated real-time Virtual Hold statistical information with your current real-time ACD data allowing agents and management to see the complete picture.
Virtual Hold Workforce Management (WFM) Adapters allow Virtual Hold to obtain the staffing forecast from WFM applications, so that it may be used to enhance Virtual Hold's estimated wait time calculation.
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