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Virtual Hold Technology Awarded New Patent That Protects Workforce Management Integration With Virtual Queuing

Tuesday, October 26, 2010

Akron, OH -- Virtual Hold Technology® (VHT®), the worldwide leader 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® 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."

VHT's virtual queuing callback technology is protected under U.S. Patents 5,627,884; 6,563,921; 6,754,334; and 7,746,999. Other U.S. and international patents pending.

About Virtual Hold Technology

Virtual Hold Technology® (VHT) is the leading developer of virtual queuing solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented, award-winning virtual queuing technology has provided return call solutions focused on enhancing the customer experience for financial services, energy/utility, insurance, telecommunications, cable, wireless and retail corporations such as IBM, Bank of America, T-Mobile, Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company, Southwest Airlines, Time Warner Cable and AVON. To learn how VHT's virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit or call 877-886-8187.

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