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Call Center

Contact centers are still the primary customer service channel for many organizations. There has been a significant investment in technology, processes and staff development and Virtualyty can be used as a complimentary product to improve the efficiency and reduce the costs of legacy customer service solutions.

The Virtualyty platform compliments existing contact centers by helping to reduce peak traffic issues by diverting customers to use the on-line web self-service functionality. It is available 24x7 and provides instantaneous responses. If your customer does not feel their query has been resolved by the virtual agent a call-back can be scheduled with a live operator once peak traffic issues have been resolved.

Our V-Base knowledgebase technology can be integrated with existing customer service application to enable operators to access the V-Base knowledgebase to respond to user queries in a consistent and accurate manner. This ensures channel consistency, reduces call durations and reduces the training requirements for operators.

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