Virtual Hold Technology Queue Management Now Avaya Compliant

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AKRON, Ohio — Jan. 29, 2009 — Virtual Hold Technology, a leading developer of queue management solutions, today announced that its Virtual Hold Concierge™ software 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.

Virtual Hold Concierge software is part of a solution set designed to help contact centers improve customer satisfaction. With Virtual Hold Concierge version 6.7, customers who previously had to wait on hold can choose instead to hang up the phone, maintain their place in the calling queue and receive a callback just as promptly as if they had remained on the line. Customers also can use the Internet to place their phone number in the contact center’s calling queue, resulting in a callback when it’s their turn. A final option is for the customer to schedule a convenient callback time up to seven days from their initial call.

Virtual Hold Concierge version 6.7 has been compliance-tested by Avaya for compatibility with Avaya Communication Manager 5.0 and Avaya Application Enablement Services 4.2 via the CVLAN interface.
“Achieving an ‘Avaya Compliant’ rating for Virtual Hold Concierge 6.7 ensures Avaya customers seamless, simple, integrated and cost-effective interoperability with Virtual Hold Concierge 6.7,” said Eric Camulli, chief technology officer, Virtual Hold Technology. “Avaya and Virtual Hold Technology will continue to work together to help businesses increase the operational effectiveness of their contact centers and improve customer satisfaction by providing positive customer experiences.”

Virtual Hold Technology is a 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 in Lincroft, N.J. 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.

“Companies like Virtual Hold Technology are expanding the choices available to Avaya customers,” said Eric Rossman, vice president, developer relations and technical alliances, Avaya. “With a broad selection of standards-based solutions that are compliance-tested for interoperability, businesses can communications-enable their operations and make critical information readily available to both clients and employees.”

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 queue management 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’s 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.
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