Akron, Ohio - Oct. 26, 2010 - Virtual Hold Technology(R) (VHT(R)), a worldwide provider in virtual queuing solutions, announced today that the U.S. Patent and Trademark Office had awarded VHT with a new patent, expanding the company’s intellectual property.
Patent No. 7,746,999, Resource Based Queue Management System and Method, enables the Virtual Hold(R) solution to intelligently use workforce management data analysis to match up callers with agent resources.
"We applied for this patent because virtual queuing and workforce management technology needed to be properly integrated in order to ensure the best possible customer experience," said James Pavlic, chief technologist for VHT and co-inventor of the patent.
VHT’s queue management solutions are designed to seamlessly integrate as standalone software that maintains both data and queuing integrity regardless of ACD, CTI, IVR or routing platforms. The unique design allows for great flexibility in call flow intelligence and results in a better experience for customers.
"Virtual Hold Technology created the virtual queuing market 15 years ago, and we were awarded our first patent on the technology in 2003," said VHT President Mark Williams, who founded the company and co-invented the patent with Pavlic. "This new patent shows that VHT continues to expand the virtual queuing solutions that we offer, reinforcing VHT’s position as the market leader."
Date Posted: Tuesday, October 26, 2010