Virtual Hold Technology® (VHT) Lets Cable Customers Request Callbacks Through Their Television Sets

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Virtual Hold Technology® (VHT), a world leader in multichannel callback solutions, is demonstrating its Conversation Bridge solution for cable set-top-boxes today at The Cable Show in Washington, D.C. The solution allows customers who run into issues ordering Videos on Demand to request a quick and easy callback from a customer service representative using their cable remote controls, from the comfort of their living rooms.

A common and frustrating customer service problem is dialing 1-800 numbers, navigating voice menu systems and waiting on hold when quick help is needed. VHT's Conversation Bridge offers a streamlined and improved customer experience by integrating the cable company’s set-top-box with the customer service center. VHT’s Conversation Bridge sends data, including the identification of the customer, as well as the context of the request, to the call center to ensure the callback is handled by the right representative so that the issue is resolved quickly and accurately the first time.

The Cable Show runs through June 12th in Washington, D.C. and features sessions, workshops, keynotes and exhibits that put its 10,000 attendees and 280 exhibitors at the center of what's happening in entertainment, information and communications of the $100 billion US cable industry.

“Cable companies want to improve customer service, and their cable box offers them a unique competitive advantage," stated Wes Hayden, CEO for VHT. "VHT connects cable customers through the communication channel that makes the most sense…the television set. Why make customers start all over again by dialing a 1-800 number when requesting service from a specialist is just a few button presses away on your remote control? VHT’s Conversation Bridge is a simple solution with huge impact on the customer experience, ” Hayden further stated.

VHT pioneered virtual queuing and multichannel callback technology for improving the customer experience in the 1990s and continues to be on the leading edge with intelligent callback solutions for mobile, web, social networks, gaming consoles and IVR voice platforms that connect customers quickly and easily to real-time customer service. VHT's solutions have saved literally hundreds of years of hold time for customers all over the world.

About Virtual Hold Technology (VHT)

VHT is uniquely positioned to solve the ubiquitous customer service problem of reaching a human who can help by bridging the gap between automated self-service applications and qualified support for a variety of channels, including web, social, mobile, consoles, kiosks and voice menu systems. VHT's simple Conversation Bridge is a multichannel callback solution that enables context data to be passed from any channel to existing routing and screen-pop systems to save companies money, optimize customer interactions and transform the customer experience. To learn how VHT can surprise and delight your customers, visit or email info(at)virtualhold(dot)com.

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Paula DePasquale
Prima Public Relations
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