Virtual Hold Technology will provide Time Warner Cable’s western Ohio division with its “Virtual Hold Queue Management” solution, the vendor said Tuesday.
The system informs callers to the MSO’s regional call center of estimated wait times and allows them to select callbacks in the same amount of time, as well as scheduling return calls at specific, more convenient times.
“Our selection of Virtual Hold reinforces Time Warner Cable's corporate message: 'It's time to get more out of life. It's time for a cable company that understands how important your time is,'” division president Jerry DeGrazia said in a prepared statement.
“We pride ourselves on using the most technologically advanced solutions available to give our customers more choices,” he added. “Using the Virtual Hold Queue Management solution is another way Time Warner Cable demonstrates its commitment to enhancing customer experiences.”