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Tuesday, January 19, 2021

VHT Signs Avtex to Deliver Callbacks for Contact Centers

Virtual Hold Technology (VHT), which provides omni-channel callback solutions for contact centers, has added Avtex to its growing roster of reseller channel partners.

Avtex offers customer experience consulting services and solutions ranging from unified communications and portals to customer relationship management and contact center platforms.

“By being able to offer the VHT Conversation Bridge omni-channel callback solution to our clients, Avtex is able to expand our expertise and provide access to in-demand customer experience technologies,” said Bob Azman, chief experience officer, Avtex. “This agreement makes it even easier for our customers running or evaluating Interactive Intelligence to seamlessly add omni-channel callback.”

Callback solutions allow customers to choose between waiting in queue or receiving a callback from a customer service agent at a time convenient to them. VHT Conversation Bridge connects customers with customer service agents after they’ve reached a dead end on self-help channels like Web pages and mobile apps. It also transfers any customer data from nonvoice communication channels to the agent, empowering agents with customer interaction history.

Companies can cut the cost and time associated with having customers repeat information they provided during self-service, making conversations quicker and more successful. Utilizing the contextual data gathered in the self-help channels makes interactions more efficient.

“Avtex has a strong history of providing its clients with the latest technologies to create an environment that supports an exceptional customer experience,” said Thomas Jameson, executive vice president of sales, Virtual Hold Technology. “Avtex is passionate about finding the right solutions to help brands stand out from the crowd – and that’s exactly what we look for in a reseller.”

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