VPI has launched a groundbreaking, hosted, pay-as-you-go contact center solution.
Named as VPI VirtualSource, the new solution from the provider of customer experience and workforce optimization solutions has been designed to supplement traditional in-sourced and out-sourced contact center agents.
VPI claims its solution can effectively automate a wider variety of inbound and outbound call types and off-load the mundane and repetitive tasks from human agents.
This automation is achieved by leveraging conversational, on-demand virtual agents powered by Artificial Intelligence, which not only cuts costs but also significantly improves agent satisfaction.
VPI's intelligent virtual agents have been designed to dynamically adapt to conversation flow in real time. They can keep track of prior conversation flow, recognize callers and remember their actions and preferences from previous calls.
“With VPI VirtualSource, customers on the move can now complete transactions much more easily and quickly while on their mobile phones by calling and interacting with a virtual agent,” said Mike Mercadante, chief technology officer at VPI. “We’re finding that many customers prefer and actually ask to speak with the branded virtual agent to complete their transactions."
Conversational virtual agents are already popular across the world and several established organizations are using them to reduce the number of calls handled by human agents by automating a wider range of inbound and outbound call types.
These agents have been proven to gather information up-front and then transfer the call to them with all the collected information; effectively handle complex transactions such as re-scheduling appointments; and expand call handling capacity on a seasonal basis or indefinitely.
“With a very smooth conversational flow and dynamic adaptation to the caller, VPI's virtual agents have achieved what the industry sought to achieve more than a decade ago when the first virtual assistants came out, truly providing the ability to off-load and supplement the agent pool down to the tracking of performance,” said Nancy Jamison, Industry Principal of Contact Centers at Frost & Sullivan (News - Alert). “This is a solution that should not be overlooked.”
VPI was in news earlier this year for announcing the availability of VPI EMPOWER Suite 5.3, the latest generation of solutions for multi-channel interaction recording, intelligent quality monitoring, real-time performance management, and automated E-learning.
Edited by Juliana Kenny