Nothing is more frustrating to a caller trying to reach a customer service representative than having to endure a seemingly endless wait on hold. A new service developed by Verizon Enterprise Solutions and Virtual Hold Technology can provide callers with another option: They can skip the wait, hang up and receive a call back. The agreement between Verizon and Virtual Hold Technology combines Verizon’s network and years of experience in providing contact center solutions to the enterprise market with Virtual Hold’s feature-rich call-handling software.
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. It 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.
Mike Palmer, VP, Marketing, Verizon Enterprise Solutions said, “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.”
