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FOR IMMEDIATE RELEASE
Virtual Hold Technology® Announces Virtual Hold Concierge™ and Virtual Hold Rendezvous™
Akron, OH – December 3, 2002 – Virtual Hold Technology (VHT), the leader in intelligent Queue Management Strategies, announces the release of Virtual Hold Concierge and Virtual Hold Rendezvous. These new solution offerings provide both first-in, first out (FIFO) and scheduled return calls, choices which enhance the customer experience and improve contact center operations.
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
Virtual Hold Technology (VHT) is the leading developer of virtual queuing solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented, award-winning virtual queuing technology has provided return call solutions focused on enhancing the customer experience for financial services, energy/utility, insurance, telecommunications, cable, wireless, and retail corporations such as IBM, Bank of America, T-Mobile, Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company, Time Warner Cable, and AVON. To learn how Virtual Hold virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com or call 877-886-8187.
To experience a demonstration of a Virtual Hold call, dial 1-888-412-2214 (or 330-670-2214).
Contact Info: Adrienna M. Frazer
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