Virtual Hold for Genesys is a queue-management solution that allows customers to receive a callback at a convenient time rather than wait on hold. They can choose to be called back when their spot in the current queue comes up, or set a preferred time for callback up to seven days in advance. This queue-management system leverages existing infrastructure, provides flexibility and easy scalability, and requires no agent intervention or training; the callback process is completely transparent to the agent. Virtual Hold for Genesys eliminates hold times, reduces costs, and has an estimated payback period of approximately six months.
Virtual Hold Key Features
- Virtual Hold Concierge
- Virtual Hold Rendezvous
- Virtual Hold WebConnect
- Empowers customers with options that improve the customer experience
- Integration with the Genesys Customer Interaction Management (CIM) Platform
- Improves contact center efficiency and morale
- Eliminates long hold times, reducing toll costs and abandoned calls
- Achieve service-level compliance without hiring additional agents