VPI, the leading global provider of customer experience and workforce optimization solutions, today announced that TMC, a global, integrated media company, has selected VPI VirtualSource for a Customer Interaction Solutions® 2012 Speech Technology Excellence Award. Customer Interaction Solutions – now CUSTOMER Magazine – has been the preeminent publication in contact center, CRM and teleservices industries since 1982.
“VPI has demonstrated to the editors of Customer Interaction Solutions that its product is both innovative and a leader in the speech technology industry. VPI VirtualSource has proven its superior capabilities and has ultimately improved the bottom line for its customers,” said Rich Tehrani, CEO, TMC.
VPI VirtualSource is a revolutionary, hosted, pay-as-you-go service that uses conversational virtual call agents powered by artificial intelligence. Hailed as the perfect supplement to human contact center agents, this scalable virtual workforce in the cloud enables organizations cost-effectively automate a much broader range of their inbound and outbound calls while maintaining the highest levels of customer satisfaction.
"With a very smooth conversational flow and dynamic adaptation to the caller, VPI’s virtual call agents have achieved what the industry sought to achieve more than a decade ago when the first virtual assistants came out, 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, Principal Analyst of Contact Centers at Frost & Sullivan.
“VPI’s solution is much different than traditional speech IVRs that require extensive upfront services and ongoing tuning,” said Mike Mercadante, VPI’s chief technology officer. “Instead of using decision trees, which must have rules and branching created for every possible response, VPI VirtualSource learns on its own, in much the same way as human agents. Virtual agents acquire their knowledge and conversational skills by training – the more call scenarios they listen to and handle, the smarter they get.”
Getting started is easy and affordable – VPI does the majority of the work to get you up-and-running quickly with very little of your organization’s time or IT resources, and absorbs all of the services costs including design, implementation, integration and tuning. To sign up for a free 30-day trial of VPI VirtualSource or for more details, visit http://www.VPI-corp.com/Free-Trial or call 1-800-200-5430.
What are Virtual Call Agents?