The implementation of Virtual Hold offers Union Bank customers a choice. When hold times occur, Union Bank has the flexibility to set wait times for a return call. This allows customers to hold or hang up and let Virtual Hold keep their place in line and call them back when it's their turn to speak to a representative.

"The financial services industry is highly competitive, and customer service really differentiates one institution from another," said Chuck Berntson, Operations and Customer Service Group Executive Vice President for Union Bank. "By adding Virtual Hold, Union Bank shows that it truly values the customer experience."

Union Bank Retail Customer Service Senior Vice President Michael Kottwitz appreciates the customer service aspect of the solution: "Implementing Virtual Hold shows our customers we respect their time."

Virtual Hold provides relief to contact centers during peak call periods. Union Bank continues to grow and is experiencing an increase in call volume. According to Kottwitz, "Virtual Hold helps mediate what would be a very tough time for our contact centers, customer service representatives and customers. It allows us to handle record call volumes, maximize the efficiency of our representatives and offers customers a better service experience."

"Waiting on hold is never a positive experience," said Eric Camulli, vice president at VHT. "Customer-focused companies like Union Bank look at the entire contact center to improve customer satisfaction and use technology to enhance workforce management."

The Virtual Hold went live in October 2010, and the bank is already hearing compliments -- from customers and employees.

"We are very pleased with Virtual Hold. We have received positive responses from our customers; they appreciate the convenience and the ease of doing business with Union Bank," Kottwitz said. "Our representatives also appreciate the enhanced service experience the technology provides and this has translated into higher employee morale. We've found that Virtual Hold is one of the easiest and most efficient ways to have a positive impact on the perception of Union Bank."