Akron, OH – 02/26/04 Virtual Hold Technology (VHT) today announced that the latest addition to its suite of queue management solutions, an adapter to the Edify Voice Automation Platform, is now generally available. The adapter has been in use at select customer sites since December 2003.

The Edify adapter allows call centers using Virtual Hold’s virtual queuing technology to utilize their existing Edify IVR infrastructure, effectively leveraging the best of both technologies to provide a positive customer experience with reduced hold times. The IVR informs the caller of the expected wait and offers to hold the caller’s place in line without waiting on hold. Virtual Hold maintains the primary responsibility of managing the queue and placing the callback when it is the caller’s turn to speak with an agent, ensuring that the caller has a positive experience.

This adapter is an optional enhancement for the Virtual Hold system. If a call center chooses not to use the Edify adapter, the Virtual Hold system assumes responsibility for announcing estimated wait time and informing the caller of his options: to receive a callback or to remain on hold.

“IVR interaction is a critical part of our ‘educate and empower’ philosophy,” said Eric Camulli, Director of Technology for VHT. “Our queue management strategy is to educate customers about their expected wait time and then empower them with choices for managing that wait. By integrating our solutions with those of market leaders like Edify, we increase our flexibility and make it even easier for call centers to implement our solutions.”

About Virtual Hold Technology

VHT is the leading provider of intelligent Queue Management Strategies 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.

Virtual Hold Technology - Media Contact:
Ted Mathews
330.670.2281
tmathews@virtualhold.com