Virtual Hold Technology (VHT) has integrated VHT Cloud, its cloud-based callback solution, with Interactive Intelligence's PureCloud customer engagement, communications, and collaboration platform.
VHT Cloud adds patented wait-time estimate technology, mobile interfaces, and multiple settings for weekends, holidays, etc. to PureCloud's basic callback capabilities.
"Why risk lost loyalty and decreased satisfaction by making your customers wait on hold? Regardless of your contact center platform architecture, callback is a viable function that can eliminate one of the most hated aspects of customer service," said Wes Hayden, CEO of Virtual Hold Technology, in a statement. "By providing a seamless integration with PureCloud, we're offering Interactive Intelligence customers an additional option when deploying callback."
VHT is a member of the Interactive Intelligence Global Alliance Program. Earlier in 2016, Interactive Intelligence began offering VHT's suite of callback solutions through a reseller agreement.