Virtual Hold Technology Gets Patent for Customer Service Search



Virtual Hold Technology (VHT), a provider of multichannel customer engagement solutions, has received a U.S. patent for technology that serves up customer service information on search engines.

VHT's patented technology allows brands to serve up detailed information to customers via search results, including contact information for phone, chat, or email, current wait time for service, or insights into agent availability. In addition, premium results could include a one-click button to call or chat with the contact center or request a callback from an agent.

"We know that most consumers use search to determine the best way to reach customer support. Instead of providing generic customer service information, brands can now serve up detailed support information that helps the customer understand things like wait time, or options for callback," said Wes Hayden, CEO of Virtual Hold Technology, in a statement. "This technology innovates on what search is meant to do—drive an efficient, friendly relationship with a brand. Now search results will be able to include detailed information pulled from real-time data that exists within the contact center platform."