Virtual queuing application is compatible with key Avaya IP telephony and contact center solutions;
Helps businesses reduce hold time, improving the customer experience and operational efficiencies

Akron, OH —July 6, 2010 – Virtual Hold Technology® (VHT®), a leading developer of virtual queuing solutions, today announced that its Virtual Hold Concierge® software solution for contact centers is compliant with key Internet Protocol (IP) telephony and contact center solutions from Avaya, a leading global provider of business communications applications, systems, and services.

The Concierge software solution helps businesses improve contact center operations while providing a better, more consistent customer experience through the elimination of hold time. Concierge version 6.7.2 has now been compliance-tested by Avaya for compatibility with Avaya Aura™ Communication Manager 5.2.1 with Avaya Aura™ Application Enablement Services (AES) 5.2.

“It’s important that the latest version of our software is always rated ‘Avaya Compliant’ and tested against the most current Avaya offerings,” said Eric Camulli, vice president, Virtual Hold Technology. “Compliance helps us demonstrate our commitment to integrating with the most innovative contact center technology in order to provide efficient, customer-friendly solutions.”

One of the companies benefiting from the interoperability of Virtual Hold Technology and Avaya solutions is Unitrin Direct, a business that provides auto and home insurance offering competitive rates and excellent customer service.
“It’s important that any new technology integrates smoothly into our existing contact center environment,” said Scott Lucas, senior telecommunications manager for Unitrin Direct. “It’s easy to be confident when implementing technology like the Virtual Hold solution because it’s already proven through the DevConnect program.”

Unitrin Direct began offering the Virtual Hold option to its customers in 2007, touching more than 300,000 customers since implementation. In 2009, Unitrin Direct’s customers avoided more than 350,000 minutes of hold time. During peak call volumes, 37 percent fewer customers abandoned before reaching an agent, and service level improved by 35 percent.

Virtual Hold Technology is a four-year member of the Avaya DevConnect program — an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, Virtual Hold Technology is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure — speeding deployment of new applications and reducing both network complexity and implementation costs.

“We’re always looking for new ways to improve operations and enhance the experience for our customers,” said Eric Rossman, vice president, Developer Relations, Avaya. “We’re impressed by the innovation of development partners like Virtual Hold Technology, who develop customer-focused technology solutions that integrate well with the Avaya solution. The real winners are our customers. Reducing hold times increases customer loyalty and the pace of operations, ultimately yielding a more attractive Total Cost of Ownership model.”

About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

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, Southwest Airlines, Time Warner Cable and AVON. To learn how VHT’s virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com or call 877-886-8187.