Virtual Hold Technology® Announces Virtual Hold WebConnect™

Virtual Hold WebConnect allows visitors to a company’s Web site to click on a link if they wish to speak to an agent. If there is no hold time in the contact center, the visitor enters his phone number, receives a reminder to end his Internet session if using a shared phone/Internet line, and receives an immediate return call from an agent. When hold time exists, the visitor learns the estimated wait time, enters his phone number, and receives a return call in the same amount of time as if he picked up the phone and called the center directly.

By placing WebConnect requests into the contact center’s ACD queue, Web Connect eliminates the need to segment the agent workforce into Web and phone groups. Since the return call is initiated by the ACD over traditional phone lines, WebConnect requires no agent desktop software and allows agents to handle the calls in exactly the same manner that they handle other calls, eliminating the need for training.

The end result: added convenience for the customer and improved operations for the contact center.

“Many companies drive their customers to the Web for orders and support, but the rich content of Web sites can lead to questions that can only be answered by agents. A recent study by Gartner Inc. found that more than 1/3 of all customers who initiate queries over the Web end up calling to get their questions answered. Web Connect makes it easier for these customers to reach the contact center, which improves the customer experience, and also makes it easier for the contact center to manage those requests without sacrificing efficiency or effectiveness,” said Eric Camulli, Director of Technology for VHT.

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