San Francisco- Apr 6, 2010 – VirtuOz, the leading provider of virtual agent
solutions, today announced it expanded its enterprise relationship with eBay
to provide intelligent customer support on eBay.com. The VirtuOz solution,
which is already on eBay’s sites in France, Germany, the United Kingdom and
United States, will be rolled out to other eBay Web sites.
“One of eBay’s top goals is to create a great customer experience on
eBay.com every day,” said Scott Murray, vice president, Customer Service,
eBay. “For more than two-and-a-half years, we have worked with VirtuOz to
provide a superior customer service experience to our customers when they
contact us. Getting them to the right support, either online or via phone,
email, or chat, as quickly as possible is key.”
VirtuOz virtual agents are designed to help companies with their service or
sales needs. These intelligent and engaging SaaS computer programs interact
with users, interpret their input and programmatically guide them toward
resolution of their specific issues. The path users take is based on the
answers they give and the specific business logic determined by VirtuOz’s
clients. The agents gather information from users and, based on their input,
clarify what customers want, ask for additional data, suggest a solution, or
pass them on to a live customer service representative, when necessary.
The eBay agreement is part of VirtuOz’s strong sales growth in 2009. Its
market expansion validates the growing awareness and value that businesses
are receiving by making virtual agents part of their CRM strategies. In a
recent report from Forrester Research, analyst Diane Clarkson wrote, “To
reinvigorate online customer service, eBusiness professionals should give
virtual agents another look. Virtual agent technology is evolving, with
capabilities including natural language processing and the ability to
integrate with enterprise systems. Virtual agents offer compelling business
benefits, including enhancing customer experiences, reducing live help
costs, and driving cross-sells.”
“When a customer has a problem, we want to resolve it as quickly as
possible,” said Murray. “VirtuOz enables us to more effectively resolve
users’ issues and drive greater customer satisfaction.”
“VirtuOz is fortunate to have an industry-leading customer like eBay using
our solution,” said Alexandre Lebrun, co-founder and CEO, VirtuOz. “Their
unrelenting drive to improve users’ experiences on their websites aligns
directly with value we provide Fortune 1000 companies with our virtual
agents.”
About VirtuOz
VirtuOz was founded in 2002 and offers next generation advanced computing
and linguistic virtual agent solutions that enable enterprises to assist
their customers in an automated fashion. This results in not only a
superior user experience and greater customer satisfaction, but it also
reduces the number of issues submitted to a company’s support/sales staff.
Now with over 40 clients worldwide, such as SFR, H&R Block, and L’Oreal,
VirtuOz is the leading provider of virtual agents for the Fortune 2000.
