Hold-Free Networks, a provider of contact center software, has introduced a complete solution for the modern enterprise and consumer. Since the rise of mobile, and particularly smartphone, use has drastically changed the way consumers and companies interact with one another, Hold-Free has put together a portfolio of overlay applications which allows enterprises to take full advantage of this trend. This allows the enterprise to better serve the consumer without having to piece together different offerings from different vendors.
Companies can choose from a selection of edge apps or create their own applications using Hold-Free's published APIs, which include:
- Hold-Free Service, which eliminates the need for consumers to even have to search up and dial a company's number, let alone navigate menus, repeatedly input account data or wait on hold. With Hold-Free Service, consumers can connect with a company directly within its smartphone app or website, allowing them to receive a self-service response or a call as soon as an agent is available.
- Secure Messaging & Verification provides a tailored communication channel, allowing enterprises to send consumers follow up information, targeted offers and fraud prevention alerts. This service is available with voice biometric verification for added safety and security.
- Social Sentiment allows consumers to submit feedback on their customer service experience with a company that can then be published to social networks or even routed directly to said company for action. Included with Social Sentiment is an engagement console which enables agents to view comments and generate responses while staying informed on overall context and trends.
Hold-Free Networks primarily targets financial services, insurance, service providers, travel organizations and technology businesses of any size with its Web 2.0 Customer Service solution. All applications are offered from a geographically diverse and redundant cloud.
Earlier in May, Hold-Free Networks was selected as a finalist for a 2012 Vision Award by the Technology Services Industry Association (TSIA).
Edited by Carrie Schmelkin