The Virtual Hold software is currently installed in 10 divisions. This agreement is expected to set the groundwork for future Virtual Hold installations at other Time Warner Cable sites.
The Virtual Hold solution includes the Concierge and Rendezvous products that enable contact centers to virtually eliminate hold time. The Virtual Hold software educates callers of their estimated wait time and gives them the choice to remain on hold or receive a callback when it’s their turn to speak with an agent; other features include scheduled callbacks and website integration.
Since its inception in 1995, VHT’s patented virtual queuing technology has provided return call solutions 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.
