EMERYVILLE, CA--(Marketwire -06/14/12)- VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, today announced that a multi-billion dollar global provider of customer communications technology has selected VirtuOz Intelligent Virtual Agents to deliver a new online customer engagement channel to its business customers. Scheduled to be revealed in Q4 2012, the agent will be one of the first and most advanced B2B IVAs in the market today.
According to Paul Hagen, principal analyst at Forrester Research, Inc., in his September 2011 blog post entitled B2B Customer Experience Scores Are Low and Excuses Ring Hollow (see: http://blogs.forrester.com/paul_hagen/11-09-27-b2b_customer_experience_scores_are_low_and_excuses_ring_hollow), "The widely divergent range of customer experience scores that B2B firms achieve in Forrester's studies suggest there is a lot of room to differentiate based on customer experience. And that could translate into big dollars."
B2B companies stand to gain the same benefits from better user experience and operational performance as early adopters in business-to-consumer industries. With more than one third of all adults aged 18-45 engaging a virtual agent for customer service in the last 12 months, end user adoption of virtual agents is rapidly growing and becoming mainstream. The ability to offer a personalized, conversational channel that is always available to serve Web, mobile and social users is positioning virtual agents as a preferred online engagement channel.
"Consumer brands are pushing customer service standards to an unprecedented level and influencing businesses to do the same as evident by the increasing inquiries we are seeing from B2B companies," said Alex LeBrun, CEO and president of VirtuOz. "A virtual agent is the ideal solution to deliver the type of always available, dynamic, and personalized customer engagement that today's users -- whether they are consumers, employees, or even business users -- are demanding."
Initially the global customer communications technology company, with presence in over 100 countries, will use its IVA powered by VirtuOz to provide an engaging customer experience while lowering operational costs by quickly and effectively answering customers' support questions. Offering a compelling customer engagement alternative to email, live chat or phone calls, the virtual agent will provide 24/7 online support across a range of topics and several key product lines. Once proven successful, the Company plans to expand its agent internationally across additional business units as well as internally for use with human resources and the help desk.
VirtuOz is the leader in Digital Customer Relationships, enabling large and mid-market enterprises to use Intelligent Virtual Agents to provide world-class online marketing, sales, and support channels, ensuring a high quality user experience while improving operational performance. Recognized by the American Business Awards, Best in Biz, Network Products Guide and the TiE50 Awards, the company's award winning intelligent virtual agents offer companies a new channel for online self-service that delivers the best possible customer experience at one-tenth the cost of traditional channels. VirtuOz solutions combine best-in-class virtual agent solutions with best practices across agent development, deployment, and optimization to deliver predictable and measurable results. Intelligent virtual agents are predicted to become the new standard for customer interaction in the next few years. VirtuOz leads the market for successful use of intelligent virtual agents, having processed over 166 million conversations on behalf of its customers in 2011 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including PayPal, Michelin, SFR, H&R Block, and Symantec. More information about VirtuOz can be found at www.virtuoz.com.
VirtuOz is a trademark of VirtuOz, Inc. All other company and product names are trademarks or registered trademarks of their respective holders.