virtualQ: Smart Callback Solution with CPaaS
How can an AI-based, fully automated callback solution enhance efficiency and reduce workloads in call centers? With Deutsche Telekom Global Carrier’s Communication Platform as a Service (CPaaS) solution, virtualQ elevates customer experience: saving 1,400 years of wait time, reducing call volume, and boosting reachability. By using the latest programmable communication services, virtualQ stays ahead with it’s callback solution for wholesale, setting new standards for secure, innovative, and customized communication—while expanding its international presence. Customers benefit from maximum data security, exceptional network quality, and a seamless callback experience that leaves nothing to be desired.
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“The productive partnership with Deutsche Telekom Global Carrier significantly strengthened our position in the global service center market.”
Dietmar Zipfel,
Head of Product virtualQ
The Customer Benefits
virtualQ empowers businesses to handle peak call volumes, unexpected contact surges, and high workloads automatically, optimizing customer satisfaction and staff productivity. With AI-driven callback management, companies provide precise callbacks, wait time announcements, and appointments based on business goals.
The partnership and the communication platform solution give virtualQ’s callback solution a reliable access to Deutsche Telekom's high-quality network that guarantees the exceptional quality of service that virtualQ aims to provide to its customers. With this direct access to Deutsche Telekom’s telecommunications services virtualQ can bring its customers innovative solutions with highest security and data privacy standards.
The communication platform integration further enhances communication by connecting multiple channels, ensuring accessibility and efficiency. This approach boosts efficiency with up to 20% higher staff utilization by automating call management, reducing employee stress, and offering a consistent customer experience.
Overall, virtualQ’s CPaaS-powered callback solution empowers companies to delight callers, manage resources effectively, and drive growth through intelligent, automated communications. With virtualQ’s intelligent callback solution companies can focus on what matters: exceptional service.
The Challenge
virtualQ is an innovation leader when it comes to callback solutions and they continuously strive to improve their service. Dietmar Zipfel, Head of Product at virtualQ, summarizes how virtualQ has revolutionized the efficiency of its AI-based call center solution: “Our solution ensures that callers don’t have to wait in line. Instead, we provide intelligent callbacks, letting customers use their time better while our algorithms determine the optimal moment for the call.”
virtualQ’s callback solution tackles two key challenges: enhancing caller experience and optimizing contact center operations. When lines are busy, virtualQ’s AI-driven system schedules callbacks for when agents are best available, increasing efficiency and reducing wait times. But security and privacy are paramount, especially for clients in banking, insurance, and public health sectors that demand the highest data privacy standards. This is where the communication platform from Deutsche Telekom Global Carrier comes in, providing top-tier, secure telecommunication connections that meet these stringent requirements. By partnering with Deutsche Telekom Global Carrier, virtualQ expanded into sensitive data markets with confidence.
The Solution
Diving into the details, the communication platform seamlessly integrates with virtualQ to connect high-quality telecommunications networks via APIs across multiple platforms, including voice, video, and more. So, how does CPaaS enhance the operation of virtualQ’s callback solution specifically?
Deutsche Telekom Global Carrier’s cloud-based communication platform enables wholesalers to integrate real-time communication features like messaging, voice, and video into business applications. By providing a flexible API-based infrastructure, CPaaS enables virtualQ to integrate reliable, high-quality communication services directly into its callback solution, ensuring that callers receive smooth and clear connections every time. Whether on voice, video, or chat, CPaaS maintains the highest standards, adapting to the specific needs of each platform.
Thanks to the connection to the Deutsche Telekom network, virtualQ’s customers benefit from maximum data security and outstanding network quality. With stringent data privacy controls and adherence to global standards, CPaaS protects all interactions, from call setup to data transmission. Advanced security measures like API traffic monitoring ensure that only verified traffic reaches the network, shielding virtualQ from unauthorized access and potential threats.
Dietmar Zipfel, Head of Product at virtualQ, emphasizes the value: “The robust CPaaS solution from Deutsche Telekom Global Carrier has allowed us to maintain the highest privacy standards, crucial for working with sensitive sectors like finance and healthcare.”
Relevant Solutions
CPaaS
Our CPaaS solution provides voice and SMS APIs, and allows their integration.
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