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Altivon

Virtual Hold for Callbacks

Improve call center responsiveness

Keep hold times to a minimum. Offer your callers a callback option that keeps them in the virtual queue and increases agent efficiency.

Efficient call handling

Contact center callbacks provide convenience for callers and efficiency for the contact center. Avoid long wait times by offering an option that saves everyone time and aggravation. This special integration between leading technologies enables contact centers to better predict agent availability and route callbacks in the most efficient manner for everyone involved.

Technology integration

To provide a better virtual hold experience, Altivon developed a special adapter that connects the Customer Interaction Center (CIC) from Interactive Intelligence with the Conversation Bridge from Virtual Hold Technology. This adapter extends the hold capabilities of CIC while leveraging its routing and agent desktop capabilities. Call center callbacks have never been easier to manage.

Benefits

The Altivon special virtual hold integration:

  • Improves customer service by surprising and delighting customers
  • Reduces average handle time by saving seconds from every call
  • Improves first call resolution by avoiding abandons in queue
  • Increases efficiency by balancing productivity of your resources with caller demand

The experience

With the virtual hold adapter, web pages and mobile apps integrate with intelligent call routing, VoIP and CTI. Customers who start an interaction online can get a quick and easy callback without having to place a call. Expected callback times are calculated and shared.

When the customer reaches the top of the queue, a call center callback is triggered. When the customer is on the line, the call is transferred directly to an agent.


Contact Center Callbacks News and Information

Press Release

Blog

Brochures/Papers

Partner Profile

Virtual Hold Details