Telecom Lead America: Verizon Enterprise Solutions and
Virtual Hold Technology have announced the launch of new cloud-based Voice Call
Back service.
The agreement between Verizon and Virtual Hold Technology
combines Verizon’s network contact center solutions to the enterprise market
with Virtual Hold’s feature-rich call-handling software.
The service allows callers to skip the wait for customer
service representative, as the service connects the caller with a call back.
The service, Voice Call Back, is available immediately to
businesses and government agencies, and it aims to help organizations with call
centers to achieve often competing objectives of higher customer satisfaction
and cost management.
The service uses advanced software from Virtual Hold
Technology and is an enhancement to Verizon’s cloud-based Hosted Interactive
Voice platform in the company’s Contact Center Services
portfolio.
We know that callers are less inclined to complain about
the wait when it’s on their own terms. This advancement to our contact center
services platform will help our customers improve service delivery for their
customers — and transform their business by providing a better overall
customer experience,” said Mike Palmer, vice president of marketing for Verizon
Enterprise Solutions.
The carrier said that the new service is already helping
one federal agency that receives nearly 2 million inquiries each month improve
customer response and reduce costs.
Verizon’s well- established hosted IVR platform is a
market-leader today, and we look forward to working together to deliver our
enhanced capabilities to large business and government customers. Our new
agreement with Verizon will enable Virtual Hold to reach new markets, and
support the growing demand on the call center market,” said Mark Williams,
president and founder, Virtual Hold Technology.
Verizon unveils Tablet-based solution with mobile tools
to improve sales
Recently, Verizon Enterprise Solutions introduced
tablet-based solution that can be customized by enterprises to provide features
such as handling point-of-sale payments and inventory management.
