VHT Intros COVID-19 Assistance Program


Product: VHT’s COVID-19 Assistance Program (VCAP).
Top Line: VHT, Akron, Ohio-based solutions provider to large contact centers, launched a VHT COVID-19 Assistance Program to provide relief to healthcare and other critical service providers experiencing high volumes of inbound calls.
Close Up: VCAP enables providers to transition callers with non-critical service or information requests to text messaging, a designated website landing page or to receive a callback from a live agent as soon as one is available. This increases provider agent capacity to handle more urgent calls. VCAP includes:
• 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.
• Installation of 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 for those contacting the organizations.
Vital Stats: VHT’s chief executive Matt DiMaria said, “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. 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.”