Kaspersky Lab Extends its Intelligent Virtual Agent Lena from Customer Support to the Sales Function


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Expansion of Lena provides customers with a positive, consistent and
contextually appropriate customer experience

EMERYVILLE, CA – January 19, 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 extended the mission of Lena, its
VirtuOz IVA, to online sales. By integrating Lena into its online retail
operation, Kaspersky Lab can now provide personalized sales assistance to
customers 24/7.

Originally implemented for customer support, Lena’s presence has delivered
an 85 percent average customer support resolution rate, and decreased call
center inquires and emails by 22 percent. Capitalizing on this success,
Kaspersky Lab extended Lena’s capabilities into its online retail function,
where she will assist customers with product selection.

“In just a few months, Lena has exceeded our sales support expectations,”
said Michael Neumeyer, director of online operations of Kaspersky Lab
Europe. “Lena’s ability to provide personalized assistance in the product
selection and purchasing process has resulted in an 80 percent sales support
success rate.”

Expanding Lena into Kaspersky Lab’s sales operations enables her to provide
a broader scope of services to customers. By deploying her across sales and
support and integrating her with the existing customer database, Lena can
identify each client’s individual needs based on their profile. Using this
information, she can also offer customized technical support and solutions
throughout the ordering and payment process, resulting in an engaging, fast,
and successful interaction that improves customer loyalty, satisfaction and

Lena’s expansion corresponds with recent research stating that “The
traditional view of customer service is blurring into all areas of the
customer life cycle. Savvy eBusiness leaders recognize the growing
alignment of service, sales, marketing, and brand to engage customers in an
unfractured customer conversation,” (Source: Forrester, “The Metamorphosis
to Agile Customer Service,” August 23, 2011).

Kaspersky Lab has additional plans to extend Lena’s capabilities into the
customer upgrade center to facilitate licensing and renewals.

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,
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 eBay, 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 largest antivirus company in Europe. It delivers some
of the world’s most immediate protection against IT security threats,
including viruses, spyware, crimeware, hackers, phishing, and spam. The
company is ranked among the world’s top four vendors of security solutions
for endpoint users. Kaspersky Lab products provide superior detection rates
and one of the industry’s fastest outbreak response times for home users,
SMBs, large enterprises and the mobile computing environment. Kaspersky
technology is also used worldwide inside the products and services of the
industry’s leading IT security solution providers. Learn more at
www.kaspersky.com. For the latest on antivirus, anti-spyware, anti-spam and
other IT security issues and trends, visit www.securelist.com.


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

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