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FOR IMMEDIATE RELEASE
Southern California Edison Adding Virtual Hold Solution to Improve Customer Service
Akron, OH – November 20, 2007 – Virtual Hold Technology®, LLC (VHT), the leading developer of virtual queuing solutions, announced today that Southern California Edison (SCE) will add the Virtual Hold solution to provide better customer service to its customers.
“SCE is already achieving its customer service goals,” said Michael Somody, VHT’s director of customer care and operations. “By adding the Virtual Hold virtual queuing software, SCE is showing how dedicated they are to improving the customer experience. In addition to even happier customers, SCE should also see improved service levels, fewer abandons, and reduced costs.”
Virtual Hold Concierge and Virtual Hold Rendezvous will be installed at SCE’s contact centers located in Rancho Cucamonga and Long Beach, CA.
Once installed, when an SCE contact center experiences hold time, the Virtual Hold system will inform customers of the hold time and empower customers to choose whether they want to wait on hold, hang up and receive a callback in the same amount of time as though they’d waited on hold, or schedule a callback at a later time.
An Edison International company, Southern California Edison is the largest electric utility in California, serving a population of more than 13 million via 4.8 million customer accounts in a 50,000-square-mile service area within central, coastal, and southern California.
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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