Virtual Hold Technology Granted Patent For Queue Management Methodology

Queue Management Solution Increases Customer Satisfaction, Enhances Existing Contact Center Technology, and Reduces Contact Center Costs

Akron, OH – 05/28/2003 – Virtual Hold Technology® LLC (VHT), announced today the formal receipt of a patent which acknowledges VHT as the original innovator of Unified Queue Management. The US Patent and Trademark Organization granted patent number 6,563,921 to VHT on May 13, 2003.

The Virtual Hold Solution is designed to seamlessly integrate with the existing queue as a stand-alone software solution that maintains both the data and queuing integrity regardless of ACD, CTI, IVR, or CRM platforms. This unique design allows for greater flexibility in the call flow intelligence and results in a better experience for customers.

There are many decisions that can be made within the call flow that may direct a customer outside the primary resources it was originally intended for. However, once the decision is made in the call flow to redirect the customer to a secondary resource for different treatment (i.e. call back systems, voice mail, IVR…), the customer would lose their position in the primary queue. Virtual Hold resolves this dilemma by allowing dynamic call flow decisions to redirect a customer to a secondary resource while still maintaining their original queue position for the primary resource. This innovative solution design allows companies to truly leverage all the complex capabilities provided by their existing contact center products without jeopardizing the integrity of the primary resource queue.

“The awarding of this patent demonstrates and validates VHT’s innovative leadership in the marketplace,” stated Mark Williams, President and founder of VHT. “Coupled with our earlier patent, it strengthens and solidifies our position as the leading provider of unique products and solutions in the Queue Management arena. VHT created this marketplace and has the largest installed base operating on Avaya, Aspect, Nortel, Rockwell FirstPoint Contact and Siemens ACD platforms. VHT also supports other contact center solution providers such as Edify, Intervoice, Genesys Labs, Cisco Systems, IEX, Blue Pumpkin, Witness Systems and e-Talk.”

Largely through VHT’s activities, Queue Management solutions have gained increased awareness and acceptance in the marketplace. Over the past year, Queue Management products have been announced by Aspect, Rockwell FirstPoint Contact, Genesys Labs and Cisco Systems. VHT will be exploring licensing opportunities with developers in the contact center industry.

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