Baltimore Gas & Electric Selects Virtual Hold’s Queue Management Solution

Akron, OH – 3/25/03 – Virtual Hold Technology®, a pioneer provider of intelligent Queue Management Strategies, today announced that Baltimore Gas & Electric (BGE), an energy delivery company serving over one million customers in central Maryland, has chosen Virtual Hold’s Virtual Queuing technology to improve their customers’ call experience while simultaneously reducing contact center costs.

BGE was challenged with reducing costs associated with their contact centers while maintaining excellent customer service. Virtual Hold’s solution allows BGE’s customers to request a return call for service without losing their place in line, thus eliminating hold times that cause customer frustration and increased costs.

“Virtual Hold’s presentation and presales analysis clearly demonstrated the value that their solutions would provide for BGE,” said Fred Cottone, Senior Performance Analyst at Baltimore Gas & Electric. “We fully expect to see ongoing annual returns of 16%, achieved primarily through reduced toll fees, improved efficiencies and reduced abandon rates.”

“We are delighted to have been selected by BGE,” said Scott Stein, CEO of Virtual Hold Technology. “It’s clear that companies see the value that our intelligent Queue Management Strategies provide, and as a result we continue to expand our customer base despite the challenging economic climate.”

Virtual Hold™ announced that plans are already underway to utilize the solution at multiple contact centers throughout BGE’s enterprise.

About Virtual Hold Technology

VHT is the leading provider of intelligent Queue Management Solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented award-winning Virtual Queuing technology has provided callback solutions focused on enhancing the customer experience for financial services, energy utility, insurance, telecommunications, cable, wireless and retail corporations such as Wells Fargo, Baltimore Gas & Electric, Direct Line, BellSouth, Cox Communications, Bell Mobility, Ticketmaster and Avon. To learn how VHT's queue management solutions can help you increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com.
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Virtual Hold Technology - Media Contact:
Ted Mathews
330.670.2281
tmathews@virtualhold.com