Kaspersky Lab Expands VirtuOz Intelligent Virtual Agent Deployment for Customer Support in the U.S. and Canadian Markets


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EMERYVILLE, CA – July 17, 2011 – VirtuOz, Inc., the leading provider of
intelligent virtual agents (IVAs) for online marketing, sales, and support,
today announced that Kaspersky Lab, a leading developer of secure content
and threat management solutions, has expanded the use of virtual agent
support into the U.S. and Canadian markets with the launch of Sasha
(http://usa.kaspersky.com/support/home/sasha), an IVA powered by VirtuOz.

The new virtual agent, dubbed “Sasha,” is modeled after a European
counterpart program that has been supporting Kaspersky Lab’s customer
service in Germany since 2010 and the United Kingdom and France since
earlier this month. Sasha incorporates minor changes to accommodate
cultural norms and best practices in North America, as well as unique
business processes. Live on Kaspersky Lab’s U.S. and Canadian websites
since June 27th, Sasha was deployed in a mere 60 days and is trained to
effectively resolve customer issues across 100 different topics, 24 hours a
day, seven days a week.

“Our goal with Sasha is to provide customers quick, accurate, any time
online assistance that requires the least amount of user effort. She allows
us to differentiate our customer experience by moving past the limitations
of the call center,” explains David Mello, Vice President, Support &
Services at Kaspersky Lab, North America. “We selected VirtuOz not only due
to the success of our European virtual agents, but also because of its
proven track record with large scale enterprise deployments and domain
expertise. They have not disappointed during the development and deployment
of Sasha, acting as a long-term business partner, not just a vendor, and
adding best practice expertise that positions Sasha to achieve our business

With European counterpart Lena providing 80-90 percent first contact
resolution to customer inquiries, Kaspersky Lab expects similar results with
Sasha. While Sasha’s primary mission is customer and technical support, she
also gathers details on customer needs and product feedback for future
enhancements. Additionally, she helps qualify customers for complementary
products and services, increasing online subscription rates and improving
customer satisfaction.

“Kaspersky Lab is visionary in its adoption of virtual agents, redefining
how it engages today’s online customer in a digital relationship,” said Eric
Anderson, SVP, Global Sales at VirtuOz. “Since its initial support
deployment in Germany in 2010, they have aggressively expanded the
application of VirtuOz virtual agents across the entire customer engagement
lifecycle as well as geographically, positioning Kaspersky as a category
leader. Companies looking to move to provide superior customer service in
today’s always-on world should look to emulate Kaspersky’s success.”

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, Network Products Guide and the
TiE50 Awards, the company’s award winning intelligent virtual agents offer
companies a new channel for online self-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 166 million conversations on behalf of
its customers in 2011 and with the largest number of live enterprise
intelligent virtual agents for Global 2000 companies including PayPal,
Michelin, SFR, H&R Block, and Symantec. More information about VirtuOz can
be found at www.virtuoz.com.

About Kaspersky Lab
Kaspersky Lab is the world’s largest privately held vendor of endpoint
protection solutions. The company is ranked among the world’s top four
vendors of security solutions for endpoint users*. Throughout its 15-year
history Kaspersky Lab has remained an innovator in IT security and provides
effective digital security solutions for consumers, SMBs and Enterprises.
The company currently operates in almost 200 countries across the globe,
providing protection for over 300 million users worldwide. Learn more at

VirtuOz is a trademark of VirtuOz, Inc. All other company and product names
are trademarks or registered trademarks of their respective holders.

*The company was rated fourth in the IDC rating Worldwide Endpoint Security
Revenue by Vendor, 2010. The rating was published in the IDC report
Worldwide IT Security Products 2011-2015 Forecast and 2010 Vendor Shares –
December 2011. The report ranked software vendors according to earnings from
sales of endpoint security solutions in 2010.

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