News : Virtual Hold Technology Receives Two Patents for Innovative Technology
Akron, Ohio March 5, 2013 -- Virtual Hold Technology(R) (VHT(R)), a provider in conversation strategies that bridge the self-service gap between customers and the people who can help, announces that the U.S. Patent and Trademark Office has awarded the company Patent No. 8,213,911, Mobile Communication Device for Establishing Automated Call Back, and Patent No. 8,223,956, System and Method for Managing, Directing and Queuing Communication Events, thus expanding VHT’s intellectual property for the benefit of consumers.
These two patents allow consumers to interact with customer service representatives via their mobile devices and provide an option for selecting a callback in addition to viewing an estimated wait time offered through a visual navigation system on the smartphone. The technology is integrated into VHT’s Conversation Bridge(R) solution launched last year. The product enables companies to offer a more satisfying customer experience when customers, using mobile smartphones, run into a self-service dead end and need to speak with a company representative.
For consumers who consistently rank "repeating account information," "confusing menus" and "waiting on hold" at the top of lists of customer service complaints, VHT’s patented invention saves them time, mobile phone minutes and frustration when they have reached a point in the business process where they need to get through to a skilled customer service representative who can help them complete their transaction or service inquiry.
"Continuing to receive patent approval is confirmation of the innovative technology VHT is committed to creating," said VHT President Mark Williams. "Our company strives to be on the cutting-edge of customer service solutions and these patents support that pursuit."
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About Virtual Hold Technology:
Virtual Hold Technology’s patented queue management solutions help contact centers meet service level targets with reduced staffing requirements. The Virtual Hold product suite increases customer satisfaction, reduces ASA & abandons, improves service level, increases agent efficiency, and reduces toll and labor expenses.
Published: Wednesday, March 6, 2013