• April 3, 2015

CallPromise Releases Callback Cloud for Business

CallPromise, a provider of cloud-based callback and virtual queuing technology, has launched Callback Cloud for Business.

A cloud-based, SaaS platform, Callback Cloud for Business saves a caller's place in the queue after being placed on hold and automatically calls them back when a customer service agent becomes available. Requiring no on-site installation of software, Callback Cloud for Business allows for the following:

  • Callback through any channel, whether it be through a Web-callback-request widget, SMS/text, or other integrations;
  • Shorter handling times for inbound calls;
  • Improved staff use for any call volume; and
  • Reductions in would-be-caller abandonment, customer/agent churn, and telecommunications costs.

"Waiting on hold is a huge source of customer frustration, often leading to poor customer service, social media angst and, worst of all, lost customer loyalty and sales," said Kevin Sjodin, CEO of CallPromise, in a statement. "With Cloud Callback for Business, forward-thinking companies can implement a callback-first approach to customer service that respects customers' valuable time while ensuring call center efficiency and improved cost-savings."

CallPromise most recently announced a partnership with one of its major competitors, Virtual Hold Technology (VHT), to bring better solutions to all industries that rely on strong customer service to survive. The partnership aims to help businesses and call centers improve customer satisfaction by eliminating the headaches of hold music and long wait times.

"The CallPromise solution has been critical in driving a significant drop in abandonment rates in our inbound queues by almost 60 percent and at the same time measurably improving our customer satisfaction," said Rohit Kapoor, senior director of global customer experience at SquareTrade, in a statement. "The CallPromise solution has also enabled targeted routing of calls to our specialists, which has helped to reduce in-queue transfers."

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