VHT, a solutions provider to large contact centers, has launched the VHT COVID-19 Assistance Program (VCAP) to provide immediate relief to healthcare and other critical service providers experiencing very high volumes of inbound calls from the public.
VCAP enables providers to transition callers with non-critical service or information requests to SMS text messaging or a designated website landing page or to receive a callback from a live agent as soon as one is available.
"We realize we have an important contribution to make enabling healthcare and critical service providers to get people the help they need at this time of great uncertainty," said Matt DiMaria, CEO of VHT, in a statement. "We are starting out by donating 30-days of VCAP services at no-charge and will continue to monitor the needs of program participants as the situation evolves."
VCAP relies on the VHT Mindful SaaS platform and includes the following:
- Offering callers a callback as soon as a live agent is available or deflection to text messaging during periods of high call volume;
- Automated responses upon initial engagements initiated through text messaging;
- A low-code widget on a Website or mobile application to allow consumers and the general public to schedule a call through a simple form submission with set up times as low as 20-minutes;
- Two-way messaging portal for remote agents to engage with customers through SMS text messaging.
VHT's Mindful SaaS platform services can be enabled on existing service provider phone numbers.
"Timely and accurate communication is vital in times of crisis, and we know many service providers are struggling to keep up with the volume of requests understandably being generated by the public. We believe our solution can play an important role in responding to this challenge, and we are ready to do our part," DiMaria said.