Time Warner Contact Centers to Use Virtual Hold Solutions
October 16, 2008
Virtual Hold Technology (News
), a developer of virtual queuing solutions, says it’s forged
a partnership with Time Warner (News
) Cable Inc. to include its flagship solution in the cable operator’s contact centers.
Time Warner officials say their company is the second-largest cable operator in the United States, and that they’ve been developing and launching video, data and voice services.
The company’s offerings include video-on-demand, high-definition television, digital video recorders, high-speed data and digital phone.
According to Time Warner, the new agreement demonstrates the company’s commitment to improve customers’ experiences, and will set the groundwork for future Virtual Hold installations at other sites.
Virtual Hold’s business consists primarily of virtual queuing solutions, such as its Concierge and Rendezvous products.
The Akron, Ohio-based company says that its queuing technology has provided return call solutions focused on enhancing the customer experience for markets that include financial services, energy and utility, insurance, telecommunications, cable, wireless, and for corporations such as IBM, Bank of America, T-Mobile (News
), Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company and AVON.
Company officials say that the Concierge solution empowers and educates callers. If customers have to wait on hold, for example, Concierge tells them how long they’ll be on hold and lets customers decide whether to wait or receive a call back in the same amount of time – just as though they had waited on hold.
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Michael Dinan