Virtual Hold Technology Joins Interactive Intelligence Global Alliance Program

By CIOReview | Tuesday, March 24, 2015
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AKRON, OHIO: Virtual Hold Technology (VHT), a provider of multichannel customer callback solutions, has joined the Interactive Intelligence Global Alliance Program.

Global Alliance Program partners gain access to Interactive Intelligence development environments, technical training and self-help tools to give customers the highest quality integrated solutions, along with the most effective service and support.

VHT offers Conversation Bridge, a multichannel callback solution that connects customers with customer service specialists. It integrates Web pages and mobile apps with existing intelligent call routing, VoIP and CTI systems, so customers who start an interaction online can get a quick and easy callback, instead of having to dial a toll free number.

The integrated VHT solution adds Conversation Bridge callback functionality to the Interactive Intelligence Customer Interaction Center’s (CIC) Web chat application. The integrated solution enables VHT’s Conversation Bridge to work in concert with CIC’s intelligent call routing capability, so transfers can be made to agents quickly and with contextual data gathered in the self-help channels.

CIC is an all-in-one IP communications software suite. In addition to Web chat and multichannel routing, CIC offers a full range of contact center automation capabilities, including interactive voice response, call recording, supervisory monitoring, and more.

“Our joint solution eliminates the need for customers to repeat information across service channels, while making the transition fast and easy,” said Wes Hayden, CEO of Virtual Hold Technology. “Added to the comprehensive contact center capabilities of CIC, this solution gives companies everything they need to create a more consistent and convenient customer experience across all touch points.”

“Since its inception, VHT has differentiated itself based on outstanding support,” said Michael Shrall, senior director of global alliances for Interactive Intelligence. “As an Interactive Intelligence Global Alliance Program partner, VHT further reinforces this promise to customers by having access to the kind of vital resources that result in a superior support experience.”

The integrated Conversation Bridge and CIC solution can be purchased directly from VHT.