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Verizon Enterprise Solutions.



A new service developed by Verizon Enterprise Solutions (www.verizon.com) and Virtual Hold Technology (www.virtualhold.com) can provide callers with the option to can skip the wait, hang up and receive a call back. The service, Voice Call Back, aims to help organizations with call centers achieve often competing objectives of higher customer satisfaction and cost management. It uses software from Virtual Hold Technology and is an enhancement to Verizon's cloud-based Hosted Interactive Voice platform in the company's Contact Center Services portfolio. Here's how the service works: During busy calling times, callers hear a recording notifying them of the estimated wait time and are given the option to receive a call back from a representative at a time and phone number they select. Since customers know when to expect a return call, the service has a successful reconnection rate of more 90 percent.
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Title Annotation:CUSTOMER INTER@CTION NEWS
Publication:Customer Interaction Solutions
Date:Jul 1, 2012
Words:145
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