Queue management solutions developer, Virtual Hold Technology, announced that its Virtual Hold Concierge software for contact centers is in compliance with key Internet protocol (IP) telephony and contact center solutions from Avaya.

 

Avaya is a provider of business communications applications, systems and services. Avaya’s solutions for IP Telephony, Unified Communications (News - Alert), Contact Centers and Communications-Enabled Business Processes are widely adopted by several businesses globally.

 

"Companies like Virtual Hold Technology (News - Alert) are expanding the choices available to Avaya customers," said Eric Rossman, vice president, developer relations and technical alliances, Avaya.

 

Virtual Hold Technology’s virtual queuing solutions are designed to enhance the level of service provided to customers and also at the same time have a measurable return on investment, all in a very short period of time.

 

Virtual Hold Concierge software is a solution that educates and empowers customers, says the company. It is 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.

 

Additionally, the solution also allows customers to use the Internet to place their phone number in the contact center's calling queue, and get their call returned to them on time. They can even schedule a convenient callback time up to seven days from their initial call.

 

Virtual Hold Technology is a member of the Avaya (News - Alert) DevConnect program. 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.

 

Virtual Hold Concierge version 6.7 was tested by Avaya for compatibility with its Communication Manager 5.0 and Avaya Application Enablement Services 4.2 through 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.

 

Camulli also mentioned that 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.