SOURCE: my-eService


November 06, 2009 08:00 ET

My-eService Launches New Product at WWRUG Conference in Las Vegas

My-eService Introduces New Product Virtual Chat for Remedy (VCR) At WWRUG Conference for Users of BMC Software in Las Vegas

OREM, UT--(Marketwire - November 6, 2009) - My-eService, a leading provider of knowledge management and self-service software, today announced it is officially launching its new product Virtual Chat for Remedy at the WWRUG Conference in Las Vegas, Nevada on November 9, 2009.

"Virtual Chat for Remedy® (VCR) includes an animated 3D service desk agent, or virtual agent that utilizes Artificial Intelligence and integrates with existing knowledge repositories to provide quick resolve for self service users' issues," says Russ Tolley, VP of Business Development at my-eService. "The virtual agent uses a friendly, natural conversation engine to work with the self help user to resolve their problem. If the virtual agent can't resolve the issue, the self service user is routed based on the issue type to the correct live chat agent. Open or closed chat sessions can be automatically turned into incidents or service requests, contributing to a seamless, ITIL best practices approach to IT Service Management."

"The virtual agent provides us with a single one-stop-shop where our users can access knowledge, service alerts, frequently asked questions, submit an incident, or escalate to assisted service. An added benefit is that our virtual agent, Jen, never takes a break, a vacation or sick day and works 7 days - 24 hours a day without complaining. The virtual agent has helped us to extend our hours of operation," says Kathy Sweet, of Amica Insurance.

The timing of the WWRUG Conference in Las Vegas worked out well for my-eService to formally introduce their new product to the BMC User Community. This is the best opportunity to reach a large number of BMC customers at once. "WWRUG brings together professionals and business thought leaders for five days of in-depth technical tutorials and discussions of solutions associated with BMC Action Request System, Atrium CMDB and the ITSM suite and we are excited to have my-eservice introducing their new product at the conference," says Daniel Bloom, WWRUG Conference Chair.

Virtual Chat for Remedy is available from my-eService. For more information about Virtual Chat for Remedy by my-eService, please call 801-610-9150, email, or visit

About My-eService

My-eService is a leading provider of enterprise self service solutions for service desks and customer support centers using BMC Software applications. Our innovative solutions allow your support center to reduce support calls, improve support agent efficiency, and improve customer satisfaction. My-eService principals have been successful in developing industry-leading knowledge and self service tools for over a decade. Their last company was acquired by BMC Software in 2005. They have developed, implemented, and supported knowledge tools for thousands of customers, including enterprise implementations for Fortune 500 companies, attaining domain expertise and a proven track record in internal service desks and customer support centers.

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