SOURCE: Virtual Hold Technology

Virtual Hold Technology

September 13, 2010 10:00 ET

Virtual Hold Technology to Show How Companies Bridge the Gap Between Self-Service and Live-Service

VHT Presenting on Improving Customer Interactions With Technology at ATA Convention

ORLANDO, FL--(Marketwire - September 13, 2010) -  Studies show that each negative customer interaction threatens customer loyalty, but sometimes companies forget that negative interactions can happen before the customer even talks to an agent. In fact, a 2009 Consumer Reports survey found that waiting on hold was the second biggest complaint in dealing with customer service.

Attendees at this week's fourth annual American Teleservices Association (ATA) Convention & Expo will have the opportunity to learn why companies worldwide have turned to virtual queuing solutions from Virtual Hold Technology® (VHT®) to virtually eliminate hold time and enhance customer satisfaction and retention while improving operational efficiencies.

"Ovum Consulting recently identified virtual queuing as the missing link in the customer service puzzle for many companies," said Eric Camulli, vice president, VHT. "Our session will examine how several companies, including Southwest Airlines and Blue Cross of Northeastern Pennsylvania, are using virtual queuing to bridge the gap between self-service automation and live-customer interactions. In addition to the gains in customer satisfaction, we'll talk about how they're improving contact center metrics by reducing abandoned calls and the amount of time that callers are waiting on hold."

Virtual queuing technology activates when a contact center's estimated wait time breaches a preset threshold. The Virtual Hold® solution includes the Concierge® and Rendezvous® technologies. When hold time is more than a couple of minutes, the Concierge solution offers to hold customers' places in line and calls them back when it's their turn to speak to an agent. The Rendezvous solution expands the functionality of Concierge by offering customers the opportunity to actually schedule a time to receive the callback if the queue time is not convenient for them. Proactive notification and integration to multiple devices are also available.

Camulli and System Performance Analyst Troy McNall will present several case studies on Tuesday, Sept. 14 at the annual ATA Convention & Expo. The 2010 ATA Convention & Expo is taking place Sept. 12-15, 2010, in Orlando, Fla. For more information about the event, visit

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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