Virtual Hold for Genesys

Virtual Hold for Genesys is an out-of-the box 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.