SOURCE: VirtuOz

VirtuOz

November 15, 2011 09:30 ET

VirtuOz Announces Availability of Winter '11 Release

Virtual Agent Performance Scorecard and Analytics Establish New Standard for Defining and Measuring High-Performing Agents

EMERYVILLE, CA--(Marketwire - Nov 15, 2011) - VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, today announced availability of its Winter '11 Release. This latest release provides more detailed analysis and metrics to measure agent performance and customer experience. When combined with VirtuOz' benchmark data garnered from virtual agent deployments on the strategic websites of the Global 2000, these new performance analytics enable companies to confidently provide world-class service via this new customer engagement channel.

Virtual agents are the newest online channel to engage customers and to converse, respond, channel, and listen to provide a high quality customer experience. "Listening" to the voice of the customer is only fully exploited with a complementary measurement of both the efficiency and effectiveness of the customer engagement. The Winter '11 release focuses on providing insight into both the business impact of the channel and the performance of the agent itself, including:

  • A new analytics dashboard that reflects key metrics, such as
    • Return on Investment (ROI) and Key Performance Indicators (KPIs) for executives to understand the business impact of this next-generation online channel.
    • Operational metrics for marketing, sales, and services leaders to measure the daily, weekly, monthly, quarterly and annual performance of the virtual agent, providing valuable insight for agent optimization
    • Benchmark data to gauge effectiveness and conformance to agent best practices.
  • A Virtual Agent Performance Scorecard that summarizes the virtual agent's overall health, recommended actions taken to improve agent performance, and the associated impact of optimization efforts.
  • A comparison capability that contrasts multiple iterations of an agent to measure the impact of changes on overall agent performance over a fixed time.

"Through collaboration with our enterprise customers, we continue to improve the analytics and tools to optimize the virtual agent channel," said Pam Kostka, chief marketing officer of VirtuOz. "Winter '11 is the culmination of our experience working with enterprise-class virtual agents and our application of a measurement rigor similar to that historically applied to traditional customer engagement channels. With built-in measures relevant to the business, such as increased revenue and reduced costs as well as customer-focused metrics, such as helpfulness, user effort, and overall customer satisfaction, this release enables our customers to have complete confidence in the value of their virtual agent."

Pricing and Availability
Pricing is based on an annual subscription model and determined by the number of conversations processed annually. VirtuOz Winter '11 release is available now.

About VirtuOz
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 2011 and Tech Awards Circle, our award winning intelligent virtual agents offer companies a new channel for contemporary online customer 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 144 million conversations on behalf of our customers in 2010 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including eBay, Chegg, 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.

Contact Information

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