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FOR IMMEDIATE RELEASE
Virtual Hold Technology Announces Enhanced Web Offerings
Akron, OH – Febraury 16, 2006 – Virtual Hold Technology®, LLC (VHT), the leading provider of virtual queuing solutions, announced new versions of their EyeQ and WebConnect Virtual Hold products.
EyeQ is a Web application that allows users to manage their contact center’s Virtual Hold enterprise solution from virtually anywhere. From an architectural standpoint, Virtual Hold provides Web services that expose their SOAP encapsulated XML methods to a company’s LAN/WAN. The EyeQ application consumes these methods, communicating parameter changes to and from the Virtual Hold system. To protect the software, the new version of the EyeQ application includes enhanced security functionality, such as 128-bit encryption and LDAP integration. Lightweight Directory Access Protocol (LDAP) allows companies to have a centralized administration point for all of their software applications, and it allows the Virtual Hold Web Services to authenticate the username and password with Active Directory for every transaction. Eric Camulli, director of technology for Virtual Hold Technology said, “By introducing these enhanced security options, we are assisting our customers with Sarbanes-Oxley compliance.” Terry Love from Genesys Telecommunications Laboratories commented, “From an industry perspective, what Virtual Hold continues to do with their products is noteworthy. Implementing LDAP integration shows that Virtual Hold is willing to take security and customer needs to the next level.”
A new version of WebConnect has also been released. WebConnect is a fast, easy way to Web-enable contact centers. WebConnect’s new Web service architecture allows companies to easily implement the product by setting up an interface on their Web site that calls the WebConnect Web service. A customer browsing a WebConnect-enabled Web site can enter his phone number in the interface and initiate a return call from the company. If there is no hold time, WebConnect will cause Virtual Hold to immediately place a return call to the customer and connect him with an available agent. If there is hold time, WebConnect will insert a Virtual Hold placeholder for the customer into the contact center’s phone queue. Rather than wait on hold, the Web customer can continue to browse the Internet while viewing his place in queue on WebConnect’s on-screen progress bar. When the customer reaches the front of the queue, the Virtual Hold system calls the customer, and then transfers him to an available agent. With Virtual Hold, the concept of being tied to a phone while waiting on hold has been virtually eliminated.
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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