SOURCE: Conversive, Inc.

Conversive, Inc.

May 04, 2010 08:00 ET

Conversive Powers Online Chat for New Virgin Digital Help Service

AGOURA HILLS, CA--(Marketwire - May 4, 2010) -  Conversive, Inc. a leading provider of conversational service solutions, today announced that Sutherland Global Services, a leading multi-national Business Process Outsourcer and technology enabled service provider, is using Conversive's state of the art conversational technology to enable the Virgin Group's around-the-clock assistance and support for digital devices. The service named Virgin Digital Help, which launched on December 16, 2009 in the UK, is a new venture from Sir Richard Branson's Virgin Group.

Building on the Virgin brand ethos of being the "Consumer Champion," Virgin Digital Help's new service is a one-stop support program for all things digital including PCs, laptops, gaming devices, software, cameras, printers, network devices and a growing list of smart phones and handheld devices. These devices have been specifically chosen as they cause the most customer problems.

Joe Steel, founder of Virgin Digital Help, says: "Nowadays, in theory, our computers and digital devices are 100% reliable and work together seamlessly. But, unfortunately, it's not always like that and when things stop working, most consumers are stuffed. So, we launched Virgin Digital Help to give everyone in the UK access to expert, independent and jargon-free technical help."

Sutherland Global Services will deploy Conversive's single-channel, live and automated chat solution, Conversive Live Automation. Unlike automated chat and online self-service tools, Conversive offers a turn-key customer engagement system that optimizes online chat processes for customers and service agents alike. Conversive Live Automation automates answers to thousands of the most common customer questions, giving customers quick and accurate assistance. It also provides a superior and seamless customer experience by transitioning continuously and adaptively between automated answers and live conversation, so that agents can focus on more complex questions. Conversive Live Automation further empowers agents with a predictive, powerful workflow of accurate information that is continually enhanced by automation, search, and a variety of knowledge sources. As Conversive sends recommended answers to agents, they're able to validate them, edit them instantly, and use the information to respond to the customer. Conversive Live Automation also produces detailed analytics, reporting, and real-time control for contact center management

In addition to Conversive's capabilities, the Virgin Digital Help solution will coordinate a wide variety of automated self-support as well as automated tools and integrated knowledge databases for customers through a desktop computer application called the Digital Helper.

Bob Williams, Chairman and CEO of Conversive, says, "Conversive recognizes that customer satisfaction is paramount to a company's success. We are dedicated to providing excellent, branded customer experiences on a large scale. Together with Sutherland Global Services, our technology enables Virgin Digital Help to bring the famous Virgin service ethos to life and to alleviate technology-driven stress for their customers. We are proud to be a part of such a bold and needed venture."

About Conversive, Inc.

Conversive®, Inc. provides market-leading automated conversation technology that makes information easily accessible, using the most natural process -- one-on-one interaction and engagement. Anything else is just chat.(SM) Conversive provides a superior customer experience by transitioning seamlessly and adaptively between automated and live conversation. Customers are better served and businesses save money. Conversive solutions have been deployed at companies such as PSE&G, Qantas Airways and more. Its headquarters are located in Agoura Hills, near Los Angeles. For more information about Conversive, Inc., please visit www.conversive.com or call +1-818-480-6880.

About Sutherland Global Services

A global Business Process Outsourcing (BPO) and Technology Enabled Services Company, Sutherland Global Services offers an integrated set of front and back office services that support the entire lifecycle of a clients' customer. By combining highly trained people with state-of-the-art technology and proven transformational methodologies and business processes, Sutherland collaborates with clients to help them excel in their industry while maximizing their customers' lifetime value. Having started operations in 1986, Sutherland now employs over 26,000 professionals offering right sourced and seamlessly blended services from its 25 global delivery centres. For more information, please visit www.sutherlandglobal.com

About Virgin Digital Help

We take away consumers' tech-stress by making their computers and other digital devices work properly. www.virgindigitalhelp.co.uk

Contact Information