By its broadest definition, virtual queuing allows callers waiting on hold for an agent to hang up without losing their place in the queue. Though not a new solution, virtual queuing is not common, despite the way in which it allows enterprises to differentiate via customer service. Despite all of the recent investments in self-service automation and solutions that optimize agent productivity, virtual queuing solutions seem to be a neglected area. When properly deployed, they can offer genuine business benefits, improve customer satisfaction levels, and reduce contact center staffing costs.
Table Of Contents :

Executive summary
In a nutshell
Ovum view
Key messages
Market developments
Introduction
Defining virtual queuing solutions
Differentiation between FIFO and scheduled callbacks
Varying degrees of complexity
Technological developments create investment opportunities
SIP drives investment
New demand for a hosted solution
Customer impact
The missing link
Key drivers for investment are reducing agent costs while boosting customer satisfaction
Barriers to adoption
Uptake in the marketplace
Competitive landscape
Solutions of varying complexity
Avaya
Cisco
Alcatel-Lucent
Interactive Intelligence
Virtual Hold
Recommendations for enterprises
Recommendations for vendors

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