Name: VHT Callback
Author: VHT

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

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Kubernetes Monitoring

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Enterprise Content Management

Integrated Workplace Management (IWMS)

PDF Editors

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Enterprise

Accounting

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Finance and Accounting

Applicant Tracking

Corporate Learning Management

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Payroll

Stock Option Plan Administration

Talent Intelligence

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Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Cloud Storage

Complex Event Processing

Composable Infrastructure

Data Collaboration

Deception Technology

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Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

LAN Switches

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Remote Desktop

Robotic Process Automation (RPA)

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Service Desk Outsourcing

Software Asset Management

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User Virtualization

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Aras PLM

Aras Corporation

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.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

VHT Callback

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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VHT Callback

Overview

What is VHT Callback?