Virtual Hold Product

[glynnmsg]

Has anyone ever used the product Virtual Hold? My call center is going to purchase this product, what Im looking for is installation help.

 

[Milesprower]

I cannot comment on the actual installation of the Virtual Hold product, but I can tell you that you will most likely have a lot of scripting to do on the SCCS/CCMS. This product is used in applications like Utilities where they will tell callers the wait time is high and they will keep your place in line and call you back if you'd like.

It is a glorified IVR that keeps the call up after the caller has made the choice of having the call center call them back. When the call is presented to the agent, the Virtual Hold dials out with the caller provided information.

My colleague had to add additional scripts to a Gas Utility application when they added Virtual Hold. It was not a minor activity.

 

[glynnmsg]

Thanks Milesprower. I thought there would be a lot of additional scripting. I wish there was away to talk to your colleague.

 

[Milesprower]

He is working in a different capacity but, I'll see if I can get his comments.

 

[glynnmsg]

Thanks that would be great

 

[Milesprower]

Sorry this took awhile. Here is the feedback from my colleague who implemented scripting changes to support the Virtual Hold product:

From the original design, calls will be sent to a CDN (unacquired) to the VHT application. If the wait is under threshold, the caller can opt to hold. If above, they can request a callback. For callers who hold, they are directed to a CDN which is acquired so the call is now under Symposum control. For a call back, we had a different CDN to go to the Symposium script. The call back CDN calls were queued to the skillset with a higher priority than the calls that were electing to hold so the call back callers would get connected to the agents first. That was pretty much the basis of the design.

 

[glynnmsg]

Thank you for the update