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FOR IMMEDIATE RELEASE
Virtual Hold Technology Introduces Edify IVR Adapter
Akron, OH – February 26, 2004 – Virtual Hold Technology (VHT) today announced that the latest addition to its suite of queue management solutions, an adapter to the Edify Voice Automation Platform, is now generally available. The adapter has been in use at select customer sites since December 2003.
The Edify adapter allows call centers using Virtual Hold’s virtual queuing technology to utilize their existing Edify IVR infrastructure, effectively leveraging the best of both technologies to provide a positive customer experience with reduced hold times. The IVR informs the caller of the expected wait and offers to hold the caller’s place in line without waiting on hold. Virtual Hold maintains the primary responsibility of managing the queue and placing the callback when it is the caller’s turn to speak with an agent, ensuring that the caller has a positive experience.
This adapter is an optional enhancement for the Virtual Hold system. If a call center chooses not to use the Edify adapter, the Virtual Hold system assumes responsibility for announcing estimated wait time and informing the caller of his options: to receive a callback or to remain on hold.
“IVR interaction is a critical part of our ‘educate and empower’ philosophy,” said Eric Camulli, Director of Technology for VHT. “Our queue management strategy is to educate customers about their expected wait time and then empower them with choices for managing that wait. By integrating our solutions with those of market leaders like Edify, we increase our flexibility and make it even easier for call centers to implement our solutions.”
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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