VirtuOz 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 (named Louise), 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.”
