SOURCE: Virtual Hold Technology

Virtual Hold Technology

January 11, 2011 10:00 ET

No Time to Wait? -- Union Bank Will Call You Back; Virtual Hold® Queue Management Technology Enhances the Customer Experience, Employee Experience, and Improves Operational Efficiencies

AKRON, OH--(Marketwire - January 11, 2011) -  Virtual Hold Technology®, LLC (VHT®), the leading provider of virtual queuing solutions, announced that San Francisco-based Union Bank, N.A., is using a Virtual Hold® software solution to enhance the experience of its customers.

The implementation of Virtual Hold offers Union Bank customers a choice. When hold times occur, Union Bank has the flexibility to set wait times for a return call. This allows customers to hold or hang up and let Virtual Hold keep their place in line and call them back when it's their turn to speak to a representative.

"The financial services industry is highly competitive, and customer service really differentiates one institution from another," said Chuck Berntson, Operations and Customer Service Group Executive Vice President for Union Bank. "By adding Virtual Hold, Union Bank shows that it truly values the customer experience."

Union Bank Retail Customer Service Senior Vice President Michael Kottwitz appreciates the customer service aspect of the solution: "Implementing Virtual Hold shows our customers we respect their time."

Virtual Hold provides relief to contact centers during peak call periods. Union Bank continues to grow and is experiencing an increase in call volume. According to Kottwitz, "Virtual Hold helps mediate what would be a very tough time for our contact centers, customer service representatives and customers. It allows us to handle record call volumes, maximize the efficiency of our representatives and offers customers a better service experience."

"Waiting on hold is never a positive experience," said Eric Camulli, vice president at VHT. "Customer-focused companies like Union Bank look at the entire contact center to improve customer satisfaction and use technology to enhance workforce management."

The Virtual Hold went live in October 2010, and the bank is already hearing compliments -- from customers and employees.

"We are very pleased with Virtual Hold. We have received positive responses from our customers; they appreciate the convenience and the ease of doing business with Union Bank," Kottwitz said. "Our representatives also appreciate the enhanced service experience the technology provides and this has translated into higher employee morale. We've found that Virtual Hold is one of the easiest and most efficient ways to have a positive impact on the perception of Union Bank."

About UnionBanCal Corporation & Union Bank, N.A.
Headquartered in San Francisco, UnionBanCal Corporation is a financial holding company with assets of $79.8 billion at September 30, 2010. Its primary subsidiary, Union Bank, N.A., is a full-service commercial bank providing an array of financial services to individuals, small businesses, middle-market companies, and major corporations. The bank operated 397 banking offices in California, Washington, Oregon and Texas, as well as two international offices, on September 30, 2010. UnionBanCal Corporation is a wholly-owned subsidiary of The Bank of Tokyo-Mitsubishi UFJ, Ltd., which is a subsidiary of Mitsubishi UFJ Financial Group, Inc. Union Bank is a proud member of the Mitsubishi UFJ Financial Group (MUFG, NYSE:MTU), one of the world's largest financial organizations. Visit for more information.

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 or call 877-886-8187.

Free Interactive Demonstration: 888-412-2214
Experience what your customers experience with Virtual Hold® solutions.

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    Adrienna M. Frazer
    Virtual Hold Technology
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