Innovative, next-generation call center solutions help businesses easily streamline a variety of call center operations. These solutions also allow organizations to measure up to increasing demands from customers, free up additional time, and continuously stay in touch with customers.
Recently, a global provider of call center solutions, VPI introduced a groundbreaking, hosted, pay-as-you-go contact center solution, the VPI VirtualSource.
This cost-effective, scalable virtual workforce in the cloud is a perfect supplement to traditional in-sourced and out-sourced contact center agents.
By leveraging conversational, on-demand virtual agents powered by Artificial Intelligence, VPI VirtualSource effectively automates a wider variety of inbound and outbound call types and off-loads the mundane and repetitive tasks from human agents that drive up costs and negatively impact agent satisfaction.
In a press release, Nancy Jamison, industry principal of Contact Centers at Frost & Sullivan (News - Alert), said, "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. This is a solution that should not be overlooked."
Organizations all across the globe are using conversational virtual agents to reduce the number of calls handled by human agents by automating a wider range of inbound and outbound call types, freeing the agent from an overwhelming workload by gathering information up-front and then transferring the call to them with all the collected information, and transferring calls to virtual agents to more securely and effectively.
VPI's intelligent virtual agents offer a conversational experience that helps to immediately improve customer satisfaction.
Virtual agents, with the help of this call center solution, can either select to manage an inbound or outbound transaction end-to-end, or they can handle the routine parts of calls and then seamlessly transfer the caller to live agents along with the information already collected, for the resolution of more complex customer needs.
Edited by Jamie Epstein