SOURCE: Virtual Hold Technology

Virtual Hold Technology

September 07, 2010 10:00 ET

Ovum Identifies Virtual Queuing as 'Missing Piece in a Holistic Customer Service Solution'

Technology Improves Customer Satisfaction and Reduces Contact Center Costs

AKRON, OH--(Marketwire - September 7, 2010) -  Virtual queuing is an under-used technology in the contact center space, according to a new research report released by Ovum. In "The Market for Contact Center Queuing Solutions," Ovum analyst Ryan Joe reviews virtual queuing technology, including functionality and the companies that provide the technology. Ultimately, Ovum sees virtual queuing as the link between self-service and live customer service.

"Virtual queuing is the missing piece in a holistic customer service solution. Enterprises often think of customer service in terms of self-service automation or live agent optimization. Virtual queuing is the link between those two areas," according the report. "It's understandably difficult for enterprises to be mindful of queuing as an area that needs to be improved from a customer satisfaction standpoint. Other than abandonment rates, there really aren't any metrics that determine how customers are responding to hold times."

Some vendors dabble in virtual queuing as an add-on for their hardware platforms, but only Virtual Hold Technology® (VHT®) focuses 100 percent on developing, supporting and enhancing the technology. The report identifies VHT as a developer of premium virtual queuing solutions complete with business rules to automate callback options. "Virtual Hold has taken pains to offer a solution that's easy to integrate, operate, and is not invasive to contact center operation procedures," according to the report.

"Our experience has enabled us to develop the most sophisticated, platform-independent virtual queuing solution available," said Robert Brazier, product manager, VHT. "Our robust feature set and comprehensive reporting package allow companies to tailor their solutions to fit their needs."

The 14-page Ovum report is currently available for free at http://www.virtualhold.com/wp1form.html.

Part of the Datamonitor Group, Ovum is a telecoms, IT services and software company that analyzes changes, threats and opportunities ahead for clients including small companies, Fortune 500 corporations, and governments around the world. Together, Ovum and Datamonitor provide leading European business information in the technology, information, communications and telecoms sectors. Ovum does not endorse companies or their products. For more information on Ovum, please visit http://www.ovumkc.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, 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.

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