Bell Canada Praises Virtual Hold Implementation as Best Practice Team Effort.Business Editors/High-Tech Writers AKRON, Ohio--(BUSINESS WIRE)--Jan. 27, 2004 Bell Systems and Technology, a division of Bell Canada Bell Canada Enterprises (TSX: BCE, NYSE: BCE), legally BCE Inc., is a major Canadian telecommunications company. Through its subsidiaries including Bell Canada, Bell Aliant, Northwestel, Télébec, and NorthernTel, it is the incumbent local exchange carrier for , recently released Bring It On: Small Stories, Big Impacts 2003, a collection of case studies on Bell Canada's successful technology and process initiatives in 2003. Virtual Hold Technology (VHT VHT Very High Throughput (WLAN) VHT Very High Temperature VHT Vehicle Hours Traveled VHT Vibromuscular Harmonization Technique VHT Value History Table VHT (planned) Vehicle-Hours of Travel ) is featured in the story "Bell Mobility and Virtual Hold: An Avalanche of Teamwork." The Virtual Hold queue management solution was chosen by Bell Mobility to manage expected increases in call volumes to support its growing business. The Bell Mobility Customer Service Center serves nearly 7 million cellular, PCS (1) (Personal Communications Services) Refers to wireless services that emerged after the U.S. government auctioned commercial licenses in 1994 and 1995. This radio spectrum in the 1. , high-speed Internet See broadband. , and satellite TV customers. "The customer's needs dictated an immediate call to action with the implementation of Virtual Hold, a solution that offered proven and accurate predictive callback functionality in a short time frame," stated Joanna Shore, author of the story. By informing callers of their estimated wait time and allowing them to select a callback in the same amount of time as if they waited on hold, Virtual Hold's patented First In, First Out return call technology provides a high level of customer service and satisfaction while improving call center operations and reducing toll and labor costs. Team members from VHT, Bell Mobility Business, Bell Mobility Systems & Technology, CGI CGI in full Common Gateway Interface. Specification by which a Web server passes data between itself and an application program. Typically, a Web user will make a request of the Web server, which in turn passes the request to a CGI application program. , and IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) worked together to bring the project from kick-off to go-live across three sites (Toronto, Montreal and Vancouver) in just twelve weeks. "This was a particularly complex integration because calls from mobile phones into Bell Mobility's call center are toll-free, so we had to design a solution where the Virtual Hold callbacks are treated as free airtime minutes as well," said Eric Camulli, Director of Technology for VHT. Yet as Armene Suntok, Bell Mobility business analyst, noted, "It was easy to keep us motivated. We were working with extremely bright people who were determined to implement a new, cool technology successfully." "In addition to demonstrating a best practice in teamwork, the Virtual Hold application is improving customer satisfaction and increasing operational efficiencies," said Shore. "Bell Mobility is extremely happy with the implementation of Virtual Hold. It has already enabled improved handling of unexpected call volumes." About Bell Canada Bell Canada, Canada's national leader in communications, provides connectivity to residential and business customers through wired and wireless voice and data communications, local and long distance phone services, high speed and wireless Internet access, IP-broadband services, e-business solutions and satellite television services. Bell Canada is wholly owned by BCE BCE abbr. 1. Bachelor of Chemical Engineering 2. Bachelor of Civil Engineering BCE Abbreviation for before the Common Era. Inc. (NYSE/TSX: BCE). For more information please visit www.bell.ca. About Virtual Hold Technology VHT is the leading provider of intelligent Queue Management Strategies for Fortune 1000 clients. Since its inception in 1995, the company's award-winning Virtual Queuing technology has become an integral part of the Customer Experience Management (CEM CEM contagious equine metritis. CEM selective medium chocolate agar made with Eugon agar and 5% horse blood; used to cultivate Taylorella equigenitalis. ) process for financial services, energy utility, insurance, telecommunications, cable, and retail corporations such as Wells Fargo, Baltimore Gas & Electric, UKI Partnerships, BellSouth, Bell Canada, Ticketmaster, Navy Federal Credit Union Navy Federal Credit Union (or Navy Federal) is a Federal credit union headquartered in Vienna, Virginia, chartered and regulated under the authority of the National Credit Union Administration (NCUA). , Cox Communications, Avon, and Moen. www.virtualhold.com. |
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