Contact Center Solutions Featured Article

The International Quality and Productivity Center has recognized Virtual Hold Technology with a Call Center Excellence Award in the category of Best Technology Solutions Provider.

 

At the IQPC's 11th annual Call Center Week at Caesars Palace in Las Vegas, the award was presented to Virtual Hold Technology.

 

'As the market leader in virtual queuing, VHT focuses on developing customer-focused technology solutions that help our clients deliver positive, consistent experiences to all of their customers,' Mark Williams, president, VHT, said. 'We are honored that an organization like IQPC has recognized our contribution to the call center with this award.'

 

Over the past year, the most innovative call center solutions and individuals are recognized, honored and promoted through the Call Center Excellence Awards.

 

The awards are presented in eight categories and are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions.

 

The solution of Virtual Hold helps the clients to bring improvements in customer satisfaction and contact center metrics, including average speed of answer, abandon rate and service level. Concierge, as the core of the virtual queuing solution, calculates and announces the estimated wait time and offers callers a choice to wait on hold or receive a callback in the same amount of time as if they'd stayed on hold.

 

The Concierge solution holds the caller's place in line and calls them back when it's their turn, in the time promised. Scheduled callback, proactive notification and integration to Web, mobile and desktop devices are some of the other VHT products.

 

In technology related news, GENBAND and iBasis have won the 2010 Global Telecoms Business Award for IP Service Innovation.