May 10, 2011 09:30 ET

VirtuOz/CCM Benchmark Group Study Predicts a 400 Percent Increase in Ecommerce Adoption of Intelligent Virtual Agents by 2014

Virtual Agents Deployed as Point of First Contact for Customer Interactions Cited as One of the Most Promising Value Propositions

EMERYVILLE, CA--(Marketwire - May 10, 2011) - VirtuOz, Inc., the leading provider of intelligent virtual agents (IVA) for online customer service, today released findings from a recent study by independent analyst firm CCM Benchmark*. Conducted in Q1 2011, the study surveyed 57 global ecommerce leaders on their plans for deploying intelligent virtual agents as part of their customer service strategy.

Based on the findings, Benchmark predicts a 100 percent increase in intelligent virtual agent implementations in 2011, with that number skyrocketing to 400 percent by 2014. In addition, the majority of respondents cited use of the virtual agent for "right channeling" purposes as the most promising emerging application. Specifically, integration of the virtual agent with live chat (66 percent) and use of the virtual agent as the point of first contact for all online customer interactions (56 percent) garnered the most interest.

The results validate VirtuOz' 2011 user conference survey findings** in which 75 percent of respondents agreed that intelligent virtual agents will be used as the first point of contact for online sales and service in the next 3 to 5 years.

"Ecommerce vendors serve on-line savvy consumers who are demanding more sophisticated self-service tools that offer a richer and more satisfying customer experience," said Steve Adams, CEO and president of VirtuOz. "Clearly, today's self-service channels are insufficient, with nearly one third of respondents stating that the virtual agent would make up for the deficiencies of search engines. It is not surprising that intelligent virtual agent solutions have emerged as a critical component of ecommerce customer interaction strategies. Our existing global ecommerce clients including Discounteo and FNAC have all successfully deployed virtual agents to not only drive significant cost savings, but also to improve customer conversion rates that drive top-line revenue growth."

Additional value drivers highlighted in the survey include:

  • 67 percent note eDeflection from higher cost customer service channels as a key benefit of IVAs.
  • 51 percent believe that IVAs will increase their "customer requests" handling capacity.
  • 36 percent believe IVAs will provide insight into user trends to determine and optimize new service issues as they arise.
  • 33 percent believe that IVAs will address search limitations.

*For more information about Benchmark CCM see:

**For more information on the VirtuOz' 2011 user conference survey findings see:

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 customer and technical support. 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, SFR, H&R Block and L'Oreal. More information about VirtuOz can be found at

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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    Aimee Quemuel
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