It used to be that calling into a call center was pretty much a one-way operation. Callers called in and were dealt with in the order in which the calls were received. That was the standard for quite some time. But like so many other standards, it wasn't long before circumstances required change. Call centers started calling out. In some cases, call centers would even call a customer back if the customer didn't want to wait on hold. Callback solutions became a very useful tool, and now, Virtual Hold Technology (News - Alert) is getting together with Callpromise in a bid to augment the callback system in call centers.
The new partnership, along with some investment from Virtual Hold Technology, allows contact centers access to a complete software-as-a-service (SaaS (News - Alert)) virtual queuing system. Callpromise actually has a substantial hand in the operation of Virtual Hold Technology's Callback Cloud for Business system, which allows call centers to route calls through a cloud engine, and then queue up said calls from there. While in the cloud, assigned times and agent resources can be allocated according to a series of custom rules, and the callback / agent interaction can step in to manage the system from there.
But this isn't the first arrangement that Virtual Hold Technology has made in the field; previously, the company has established agreements with bothXO Communications and Verizon (News - Alert) Enterprise Solutions, which allow enterprise contact centers access to the Virtual Hold Technology systems via specific cloud-based platforms in place with each company. With the Callpromise agreement, meanwhile, that simply increases the number of platforms on which Virtual Hold Technology systems can work.
Virtual Hold Technology's president, Mark Williams, offered up some commentary in a statement around the release, saying “Our contact center customers are looking for a broad array of products and delivery options. We believe that callback should be a standard offering for every customer, on every channel, and for every company large and small. Our goal is to make it as easy as possible for organizations to implement callback across all channels, on a broad spectrum of platforms, and using any format they desire.”
Basically, the arrangement with Callpromise makes Virtual Hold Technologies just a little more versatile than it formerly was, and that's generally a value that few companies can pass up. It doesn't necessarily add much to the functionality, but it does open up the number of platforms that can put it to work. While this isn't exactly great news for the companies who could already put Virtual Hold Technologies systems to work, it is great news for those who wanted to, but could not. It doesn't specifically improve much of anything from the looks of it, it just makes it more available, and there's generally value in doing that as it improves the customer pool and allows for more sales, which in turn allows for more of a development budget and future improvements to come along.
Still, for those who wanted access to an easy-to-use callback system, Virtual Hold Technologies and Callpromise's new arrangement should go a long way toward bringing that calling system of choice into play.
Edited by Rory J. Thompson