Virtual Hold expands channel partners programme with Avtex

Virtual Hold Technology (VHT), the global provider of omni-channel callback solutions for contact centres, has added Avtex to its growing roster of reseller channel partners.

Avtex offers customer experience consulting services and solutions ranging from unified communications and portals to customer relationship management and contact center platforms. The company has deep ties to Interactive Intelligence and is uniquely qualified to help clients deliver exceptional support through a variety of technologies.

"By being able to offer the VHT Conversation Bridge omni-channel callback solution to our clients, Avtex is able to expand our expertise and provide access to in-demand customer experience technologies," said Bob Azman, chief experience officer, Avtex. "This agreement makes it even easier for our customers running or evaluating Interactive Intelligence to seamlessly add omni-channel callback."

Callback solutions allow customers to choose between waiting in queue or receiving a callback from a customer service agent at a time convenient to them. VHT Conversation Bridge connects customers with customer service agents after they've reached a dead end on self-help channels like Web pages and mobile apps. It also transfers any customer data from nonvoice communication channels to the agent, empowering agents with customer interaction history so they can provide a great experience.

Companies can cut the cost and time associated with having customers repeat information they provided during self-service, making conversations quicker and more successful. Utilizing the contextual data gathered in the self-help channels makes interactions more efficient, which leads to better agent productivity and happier customers.

"Avtex has a strong history of providing its clients with the latest technologies to create an environment that supports an exceptional customer experience," said Thomas Jameson, Executive VP of Sales, Virtual Hold Technology. "Avtex is passionate about finding the right solutions to help brands stand out from the crowd – and that's exactly what we look for in a reseller."

Avtex is one of a growing number of VHT partners and resellers globally. Currently, VHT can be deployed with nearly any on-premises or cloud-based contact center platform, including Interactive Intelligence, Genesys, Avaya, Cisco and more.