customer

CustomerZone360 NEWS

CustomerZone360 Home

VHT to Give Customers Detailed Agent Availability Directly in Search Engine Results

By Clayton Hamshar November 05, 2015

Search engines play a vital role in customer service operations, as this is by far the most popular way for consumers to find contact information for an organization and initiate communication. Afte rall, voice is still the preferred channel, so they are usually searching for a phone number .


Every call center is however subject to several factors that affect how quickly and effectively a representative will be able to respond to a call at any given time, such as the number of employees on hand, the technology that facility has implemented and the amount of incoming call traffic.

Customer engagement solutions provider Virtual Hold Technology (VHT) just secured a patent for a new technology that will enhance search engine results to reflect just this sort of information and therefore give customers a clearer picture of what their experience is about to be like.

 Instead of just providing the call center’s phone number, search results for organizations that implement VHT’s technology will include contact information for other channels such as live chat and email, current wait times for the call center and insight into agent availability. Organizations also have an interactive option in which a button can be embedded directly into these results that initiates a call or sends a request to the call center for a callback (the latter option is growing in popularity across the board as a preferable alternative to long waiting times).

“We know that most consumers use search to determine the best way to reach customer support,” commented Wes Hayden, CEO of VHT. “This technology innovates on what search is meant to do — drive an efficient, friendly relationship with a brand. Now search results will be able to include detailed information pulled from real-time data that exists within the contact center platform.”

This new VHT technology will presumably integrate seamlessly with a range of call center automation and queuing solutions, in addition to those offered by the company itself, to further augment the usefulness of this real-time data. On the search engine side of things, this technology furthers the progression of search from a simple call-and-response tool to an interactive experience based on intelligent capabilities that provides customers with the most helpful results possible. Stay tuned for an official branding of VHT’s newly-patented technology in the near future.




Edited by Stefania Viscusi

Contributing Writer

SHARE THIS ARTICLE
Related Articles

Dealing with Small Business Cash Flow Problems

By: Special Guest    11/15/2018

Anyone that runs a small business will know that while this is something that can be hugely rewarding, it can also be rife with challenges. One of the…

Read More

Brands May Like Bots, But Consumers Still Crave Human Contact

By: Cynthia S. Artin    11/14/2018

Today, Voxpro - powered by TELUS International, a Customer Experience consulting and innovation company, part of Canada-based TELUS International, a g…

Read More

Using Technology to Help Contact Center Agents Stay Motivated

By: Special Guest    11/9/2018

In this day and age, technology plays a role in nearly everything we do. That holds doubly true at work where we're surrounded by phones, computers, p…

Read More

Shedding New Light on Customer Experience

By: Cynthia S. Artin    11/6/2018

In the "old world" of customer service, live agents reached by toll-free numbers could only handle one conversation at a time. And while self-service …

Read More

Too Good to Be True, Too Wrong to Go Unreported: Beware This Gift Card Scam

By: Cynthia S. Artin    10/29/2018

October is National Cybersecurity Awareness Month, topped off by Halloween, and this year some criminal individual or ring is masquerading as Warren P…

Read More