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Glossary:Virtual Hold Technology

Also known as VHT. The name of the company for whom Genesys is the exclusive distributor of its callback capabilities. VHT products provide the capability to offer callers the means of holding their place in line while they await an available agent, without having to stay on the telephone. Instead of having them stay on hold, VHT allows callers to either hang up and receive a return call from an agent (when they would have reached an agent through waiting on hold), or to hang up and receive a call at a future date and time of the caller’s choosing. The net result is that callers no longer must stay on hold while they await an agent.


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This page was last modified on November 18, 2013, at 18:12.