FOR IMMEDIATE RELEASE

Baltimore Gas & Electric Selects Virtual Hold’s Queue Management Solution

Virtual Queuing™ Technology Expected to Pay for Itself in Just Seven Months

Akron, OH – March 25, 2003 – Virtual Hold Technology®, a pioneer provider of intelligent Queue Management Strategies, today announced that Baltimore Gas & Electric (BGE), an energy delivery company serving over one million customers in central Maryland, has chosen Virtual Hold’s Virtual Queuing technology to improve their customers’ call experience while simultaneously reducing contact center costs.

BGE was challenged with reducing costs associated with their contact centers while maintaining excellent customer service. Virtual Hold’s solution allows BGE’s customers to request a return call for service without losing their place in line, thus eliminating hold times that cause customer frustration and increased costs.

“Virtual Hold’s presentation and presales analysis clearly demonstrated the value that their solutions would provide for BGE,” said Fred Cottone, Senior Performance Analyst at Baltimore Gas & Electric. “We fully expect to see ongoing annual returns of 16%, achieved primarily through reduced toll fees, improved efficiencies and reduced abandon rates.”

“We are delighted to have been selected by BGE,” said Scott Stein, CEO of Virtual Hold Technology. “It’s clear that companies see the value that our intelligent Queue Management Strategies provide, and as a result we continue to expand our customer base despite the challenging economic climate.”

Virtual Hold™ announced that plans are already underway to utilize the solution at multiple contact centers throughout BGE’s enterprise.

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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