|Integration with contact center systems||Improves the customer service experience and operational efficiency by enabling context data to be passed from any channel to routing and screen pop systems.|
|Standardized web-service approach||Enables quick development time without your having to worry about the mechanics/complexity of telephony.|
|Advanced reporting||Measures system performance.|
Provides clear ROI metrics for the VHT solution.
Helps business stakeholders and IT support staff rapidly identify and correct problems.
|Connectors to customer interaction platforms (mobile, web, social, voice, and consoles)||Lets businesses rapidly add VHT experiences to the interaction platforms their customers use without dealing with complex systems integration. Includes templates and best practices for presenting callback features.|
|Smart business rules||Dynamically changes the callback options presented to consumers based on the availability of customer service staff. Prevents queues from becoming overloaded.|
|Accurate estimated wait time||Sets accurate expectations with consumers.|
|ASAP and scheduled callback||Allows consumers to choose the best time to talk to someone.|
Enables businesses to direct callback volume to times when they're best able to meet the need.