Product Tour Webcast
|Attend the Live Webcast:
Optimizing Customer Experience with
Virtual Call Agents
|Wednesday, April 18th
at 1:00PM ET / 10:00AM PT
VPI, the leading provider of customer experience and workforce optimization solutions, today announced the availability of its breakthrough VPI VirtualSource - a groundbreaking, hosted, pay-as-you-go contact center solution. VPI VirtualSource leverages conversational, on-demand virtual agents powered by Artificial Intelligence to effectively automate a wider variety of inbound and outbound calls and off-load the mundane and repetitive tasks from human agents that drive costs and negatively impact agent satisfaction. This cost-effective, scalable virtual workforce in the cloud is a perfect supplement to traditional in-sourced and out-sourced contact center agents.
“With a very smooth conversational flow and dynamic adaptation to the caller, VPI’s virtual agents have achieved what the industry sought to achieve more than a decade ago, truly providing the ability to off-load and supplement the agent pool down to the tracking of performance. This is a solution that should not be overlooked,” said Nancy Jamison, Industry Principal of Contact Centers at Frost & Sullivan.
Several world-class organizations are already using virtual agents to lower costs, improve customer experience and gain a competitive advantage in several ways:
- Reduce the number of calls handled by human agents by automating a wider range of inbound and outbound call types.
- Decrease the workload of human agents by gathering information up-front and then transferring the call to them with all the collected information.
- Transfer calls to virtual agents to more securely and effectively capture information such as sensitive PCI credit card payments or to handle complex transactions such as re-scheduling appointments.
- Expand call handling capacity on a seasonal basis or indefinitely as business needs evolve without having to hire employees or outsource calls.
Immediately Improve Customer Satisfaction
VPI’s intelligent virtual agents provide a conversational experience that was previously impossible with traditional touchtone or speech IVR. Virtual agents dynamically adapt to conversation flow in real time for expedited, personalized call resolution – they use their short-term memory to keep track of prior conversation flow and long-term memory to recognize callers and remember their actions and preferences from previous calls.
“Traditional self-service channels have failed to provide positive customer experience because they are designed to take customers down a simple linear path,” said Mike Mercadante, chief technology officer at VPI. “Humans, however, do not think in a completely linear way and only get frustrated when forced down that path. Unlike a typical voice-activated IVR, virtual agents do not use decision trees. They acquire their knowledge and skills by training much like human agents – the more call scenarios they listen to and handle, the smarter they get. With VPI VirtualSource, customers on the move can now complete transactions much more easily and quickly while on their mobile phones by calling and interacting with a virtual agent. We’re finding that many customers to prefer and actually ask to speak with the branded virtual agent to complete their transactions.”
“As virtual agents self-learn and develop best practices, they can make the process more efficient to suit the customer’s needs, maintain customer satisfaction through personalization and produce more consistent business outcomes,” says Richard Snow, global research director at Ventana Research.
Reduce Contact Center Operational Costs
Eighty percent less expensive than human agents, VPI VirtualSource automates a much broader range of call types at a significantly lower cost per call. Virtual agents also achieve much higher rates of call completion than traditional and speech IVRs. They can either handle an inbound or outbound transaction end-to-end, or they can handle the routine parts of calls and then seamlessly transfer the caller to live agents along with the information already collected, for the resolution of more complex customer needs.
Just some of the many call transaction types ideal for VPI virtual agents include:
- Bill Payment, Inquiries and Account Changes
- Catalog Requests
- Customer Surveys
- Intelligent Front Door
- Order Status, Taking and Changes
- Outbound Collections, Notifications and Confirmations
- PCI DSS Compliant Credit Card Payment Processing
- Returns, Stop and Start or Transfer Service
- Reservations, Scheduling and Confirming Appointments
- Tier 1 Helpdesk Support
- Up-selling, Cross Selling and Save the Sale
Listen to these and several more virtual agent call audio samples at: http://www.VPI-corp.com/VirtualSource
Compare the Performance of Virtual vs. Human Agents to Optimize Call Handling
VPI VirtualSource is a new module within the award-winning VPI EMPOWER customer experience optimization suite. The winning combination enables managers to automatically monitor and compare and contrast the performance and success of virtual agents versus human agents using intuitive Web-based reports and charts. The integrated solution records both virtual and human agent conversations for review and quality evaluation. VPI VirtualSource leverages VPI Fact Finder analytics technology and the awareness of its Artificial Intelligence engine to annotate calls with in-call data and events used automatically classify calls, enhance call searches and discovery, and trigger automated alerts when management attention is needed.
On-Demand Fast and Easy Implementation and Hassle-free Maintenance
VPI makes it easy for organizations to get started quickly with a simple process for getting interaction types automated in just a few weeks. VPI VirtualSource integrates seamlessly with both, your existing telephony technology and most contact center applications and databases.
VPI’s hosted, per-minute model is affordable for any-size organization. ROI is expedited through rapid deployment and fast integration as well as hassle-free ongoing maintenance – the smart technology continuously adapts, requiring less scripting and programming to maintain than legacy IVRs. Virtual agents are tireless, always courteous and ready to assist your customers 24/7. They have proven to improve customer satisfaction, reduce costs, and improve call outcomes in case after case.
Register to attend the live VPI VirtualSource Product Tour Webcast on ‘Optimizing Customer Experience with Virtual Call Agents’ on Wednesday, April 18th at 1pm ET here: http://www.VPI-corp.com/Virtual-Agent-Webcast
VPI (Voice Print International, Inc.) is the world’s leading provider of integrated interaction recording, quality management, analytics and customer experience optimization solutions for enterprises, contact centers, trading floors, government agencies and first responders. For more than a decade, VPI has been providing proven technology and superior service to more than 1,500 customers in 50 countries. VPI’s award-winning VPI EMPOWER leverages advanced analytics within every component and an open, Web 2.0 architecture to help organizations more easily and rapidly identify and solve their critical business issues. VPI’s approach has been disruptive to legacy approaches because its software is easy to deploy, easy to use, and extremely cost effective – resulting in a significant return on investment. For more information, visit http://www.VPI-corp.com.