Virtual Hold Technology® Announces Virtual Hold Concierge™ and Virtual Hold Rendezvous™
Virtual Hold Concierge provides queue management during the contact center’s peak times, enabling the center to handle increased call traffic at higher service levels with reduced staffing requirements. Concierge includes the following features:
QueueSpeak™ - Greets customers with announcements and flexible “estimated wait time” announcements to set the right expectation.
VirtualQueue™ -
Offers customers the option of hanging up the phone and letting Virtual
Hold™ keep their place in line, ensuring a return call when it is their
turn to speak with an agent.
Virtual Hold Rendezvous provides options for when “a few minutes later”
isn’t convenient for the customer or the contact center. During
extended peaks, the contact center can provide a variety of scheduling
options for callers and change call volume patterns by pushing calls
into times that are
more suitable for the contact center’s operations. Rendezvous features
include:
DateBook™ - Gives customers the opportunity to make an appointment to speak with an agent for up to seven days in the future. The contact center can manage what appointments are available in the DateBook.
AfterHours™ - Allows customers who reach the center outside of business hours to schedule a return call at a time that’s convenient for both the customer and the contact center. This provides enhanced service compared to a typical “closed” message.
Concierge and Rendezvous are stand-alone products designed to enhance the customer experience that can also be combined to provide a comprehensive Queue Management Strategy. Eric Camulli, Director of Technology for VHT, stated, “We are extremely excited about the benefits that Concierge and Rendezvous will provide to our clients – and their customers. As customers become increasingly savvy and demand elevated service in return for their loyalty, companies are realizing the incredible advantages of implementing Queue Management Strategies and solutions such as Concierge and Rendezvous.”
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