VHT Callback

VHT Callback is a cloud-based software platform that, according to the vendor, aims to enhance the customer experience in contact centers. It offers an intelligent callback solution, allowing customers to request a callback instead of waiting on hold. This is said to improve satisfaction and increase agent efficiency. The product is designed for contact centers of all sizes, from small businesses to Fortune 100 companies. Contact center professionals, customer experience managers, customer service managers, and call center managers in industries such as government, retail & e-commerce, and travel & hospitality are among the target users.

Key Features

Perfect pacing: VHT Callback utilizes queueing technology refined over nearly 30 years to optimize agent availability and operational efficiencies. According to the vendor, it aims to lower call volume and abandonment rates by dialing customers at the appropriate time.

Built for customers and agents: The vendor claims that VHT Callback prioritizes the customer with its callback approach, eliminating hold time by dialing the customer first. This is intended to mitigate agent idle time and maximize agent efficiency.

Look good in the boardroom: The vendor states that implementing VHT Callback can lead to improvements in key metrics. According to them, it can increase Net Promoter Score (NPS) by 3-5%, lower average seconds to answer by 47%, lower abandon rate by 28%, and improve service level by 13%. These improvements are said to enhance the customer experience and operational efficiency.

We're your ride-or-die: The vendor highlights their seasoned team of contact center experts who work closely with customers to optimize the virtual queue. They claim that VHT Callback can provide a premium callback experience even for complex call centers, with a quick and hassle-free setup process.

Maximum efficiency: VHT Callback offers customer-first dialing to maximize agent efficiency. The vendor also provides agent-first dialing options to align with the brand's preferences. According to the vendor, the product provides accurate estimated wait times, ensures queueing integrity, prevents repeat callers through a callback double check feature, and offers routing intelligence for voice callbacks.

Grow as you go: The vendor offers usage-based pricing for VHT Callback, allowing customers to scale at a pace that suits their brand. This is intended to provide flexibility and cost-effectiveness.

Easy peasy procurement: VHT Callback can be conveniently purchased through various marketplaces or directly from the vendor. According to them, this simplifies the procurement process.

We work well with others: VHT Callback seamlessly integrates with current technologies, according to the vendor. They claim that deep integrations can be achieved within days for enterprise brands, enabling a quick transformation of the customer journey. VHT Callback integrates with popular platforms such as Salesforce, Twilio, Genesys Cloud, Amazon Connect, Qualtrics, Five Nine, Medallia, Cisco, Avaya, Nice in Contact, Slack, Genesys, and Microsoft Teams.