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FOR IMMEDIATE RELEASE
Virtual Hold Technology Receives 2008 Product of the Year Award
Presented by Customer Interaction Solutions Magazine
Virtual Hold Encore Honored for Outstanding Innovation
Akron, Ohio — December 18, 2008 — Virtual Hold Technology® (VHT) announced today that Virtual Hold Encore™ software has received a 2008 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions® magazine (www.cismag.com), the leading publication covering CRM, call centers and teleservices since 1982.
It’s inevitable that at one point or another, a customer service representative (CSR) will need to transfer their customer to a different group of skilled agents. With Virtual Hold Encore software, CSRs are able to access real-time information on contact center conditions and hold times through a web-based interface. If there is a hold time, the CSR can give the customer three options: transfer the customer to the holding queue, invite the customer to hang up and receive a callback when it’s their turn or schedule an appointment with the representative for a later date and time. These options allow the customer to continue with normal daily activities rather than be tied to a phone.
“Transferring a customer to another CSR can lead to an unpleasant experience – both for the CSR and the customer,” said Eric Camulli, chief technology officer, Virtual Hold Technology. “Virtual Hold Encore software gives CSRs the tools to create a better customer experience, and at the same time, boost call center productivity.”
“I am pleased to honor Virtual Hold Technology for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions. “For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements.”
The 11th Annual Product of the Year Award winners will be featured in the January 2009 issue of Customer Interaction Solutions magazine.
For more information about the Customer Interaction Solutions’ 2008 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.
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.
Free Interactive Demonstration: 888-412-2214
Experience what your customers experience with Virtual Hold.
About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions <http://www.cismag.com/> (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com.
About TMC
Technology Marketing Corporation (TMC) is an integrated global media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications and IMS Magazine. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by three million unique visitors each month worldwide, according to Webtrends. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO , Call Center 2.0 Conference and Communications Developer Conference.
For more information about TMC, visit www.tmcnet.com .
Media Contacts
Adrienna M. Frazer
Virtual Hold Technology
afrazer@virtualhold.com
Amy Fisher
Padilla Speer Beardsley
afisher@psbpr.com
TMC Contact
Jan Pierret
203-852-6800, ext. 228
jpierret@tmcnet.com
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