In the culmination of four years of collaboration and teamwork, Virtual Hold Technology (News - Alert) LLC and T-Mobile have completed enterprise-wide deployment of the Virtual Hold virtual queuing solution in T-Mobile’s contact centers.

VHT Chief Technology Officer Eric Camulli explained that the completion of this project ensures that T-Mobile (News - Alert) customers across all markets and customer segments now have the ability to choose Virtual Hold instead of waiting on hold, ensuring they are able to keep their place in “line” without actually staying on the phone. Not only does this solution provide other options for the customer, it also gives them the power to choose.

"We share with T-Mobile a vision of providing positive customer experiences. This vision propelled the project and kept it focused," Camulli said in a Tuesday statement. "This gives T-Mobile a great competitive advantage, and I applaud their service commitment to their customers."

Virtual Hold Technology is the result of efforts to establish innovative, market-leading virtual queuing solutions to contact centers worldwide. The Virtual Hold solution is designed to virtually eliminate hold time by educating callers of the estimated wait time and empowering them to choose to remain on hold or to receive a return call in the same amount of time as if they had waited on hold.

Beyond the virtual queuing that Virtual Hold offers, the solution also includes scheduled callbacks and website integration for click-to-call. The implementation of such features enables the contact center to cater to their specific customers no matter what channel of interaction they choose when contacting the contact center.

Virtual Hold provides significant benefit to the contact center as one of the leading causes of customer frustration with customer service is the amount of time they must wait on hold before they can speak with an agent that can provide resolution to a problem or other issue.

With Virtual Hold, this frustration can be eliminated and can create a better overall experience for the customer and the agents within the contact center. The creation of such a positive environment helps to promote satisfaction both internally and externally.

Based in Bellevue, Washington, T-Mobile USA is a wholly owned subsidiary of T-Mobile International.

Virtual Hold Technology (VHT) is a developer of virtual queuing solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented 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.