V-Tech Solutions Awarded $7 Million+ Contract to Provide Call Center Support Services for U.S. Patent and Trademark Office (November 20, 2008)

Silver Spring, MD…November 20, 2008 – V-Tech Solutions, a rapidly growing IT and professional services company specializing in customer contact support, announced today a contract valued at more than $7 Million for up to five years, to provide call center support services for the U.S. Patent and Trademark Office Contact Center (UCC).

Under the terms of the contract, V-Tech Solutions will provide comprehensive call center support to help the UCC effectively meet its goal of providing high quality front-line customer service to the public seeking information on a variety of USPTO programs and services. UCC customer inquiry volume last year alone included 300,000 phone calls and 21,000 emails. V-Tech Solutions will be responsible for assisting the UCC in providing timely, accurate and professional responses to customers; accurately measuring quality and satisfaction; effectively collaborating with other USPTO contact centers and monitoring costs. Specifically, V-Tech Solutions will provide support for:

• Maintaining and supporting manuals and documentation
• Managing and delivering responses to customer inquiries and requests through:
  Telephone, voice mail, fax, postal mail, returned mail and e-mail communications
• Answering public requests for assistance in the walk-up window of the Public Search Facility (PFS)
• Measuring customer response and satisfaction levels to ensure superior support

V-Tech’s call center and help desk services provide a transparent, seamless interface through a proven turn-key approach backed by a robust communications platform. Professionally trained customer relationship management (CRM) agents and managers support calls for a variety of issues with timely, accurate and meaningful responses. A diverse multilingual staff delivers multi-tiered services for in-house or customer-located support with flexible inbound/outbound support hours including weekends. Comprehensive reporting packages and call tracking/trouble ticketing software solutions ensure the highest level of quality control available. In addition, advanced, automated web-based self help service options deliver flexible user-controlled experiences.

V-Tech Solutions President and CEO, Victor P. Holt, commented: “The USPTO Contact Center is a prime example of government excellence at work. We look forward to delivering our proven OneCall™™™ CCM call center services for such a committed agency, helping to ensure the outstanding customer support that has come to be expected from this high-volume center, while fostering an environment for even greater innovation and excellence going forward. We look forward to maintaining a long partnership with them.”

About V-Tech Solutions
V-Tech Solutions, Inc. is a rapidly growing information technology (IT) and professional services company centered on a proven philosophy of “excellence at work” to exceed quality expectations with a variety of solutions for customer contact and enterprise infrastructure support. With a diverse client base consisting of commercial, DOD, federal, and state and local governments – V-Tech Solutions is devoted to customer service and innovation with a focus on new trends and technologies. Incorporated in the District of Columbia in 2000, V-Tech is a minority and veteran-owned business, SBA Small Disadvantaged Business (SDB), 8(a), HUBZone Enterprise and Maryland DBE/MBE. V-Tech holds a GSA Schedule 70 (IT) Contract, and several GWAC’s and IDIQ’s. For more information, please visit
www.v-techsolutions.net.

About USPTO Contact Center
The USPTO Contact Center (UCC) is the front-line customer service center for the United States Patent and Trademark Office and responds to public inquiries seeking information on a variety of USPTO programs and services. For more information, visit: www.uspto.gov

V-Tech Contact:
Niambi Jarvis
301.495.2693
njarvis@v-techsolutions.net
www.v-techsolutions.net