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Overview

In a world where instant knowledge access can be "Siri-ed" and/or "Googled" and entertainment programming is available "On-Demand", today's prospects and consumers have short attention spans and high expectations for on-demand services. They have been conditioned that there's "An App for That" to get what they want, when they want it , wherever they happen to be.

Effective customer service is critical in today's "want it now" environment. Yet, to date, customer service has relied heavily on the use of the contact center or web based point solutions. Unfortunately, this results in a whole lot of "hurry up and wait" followed by rising blood pressure.

The contact center is expensive to operate and is prone to problems with peaks and troughs of activity. Research shows that the majority of consumers have had a bad experience with a call center and in general find them frustrating. The majority of on-line users do not want to switch to an off-line channel to resolve any queries they have. To summarize, contact centers are expensive and not the preferred channel to communicate with a company or brand.

What Makes Virtualyty Unique: Best of Breed Avatars and a Complete Solution.

In today's marketplace, there are a number of web self-service tools available: live chat, email, FAQ's, user forums and virtual agents. Each of these solutions are functionaly rich, but are point solutions and do not provide the benefit of integrated data and processes so will tend to provide an inconsistency of response across channels and are expensive and time-consuming to integrate. Read More...

The Virtualyty platform is unique in that it is an integrated solution that includes not only best in class lifelike, customizable avatars, but also an integrated suite of virtual agents, live chat, email, FAQ's and a user forums -- all integrated around our V-Base knowledgebase to ensure an accurate and consistent response to your customers queries. Designed by James Carling, one of the world's first innovators in enterprise level CRM (read more about James here). The system is designed to integrate with CRM, Lead Generation and existing legacy systems enabling a seamless customer experience.

The Secret: Lifelike Dialog and Engagement. Virtualyty believes strongly that the secret to successful Web Self Service starts with an appealing invitation to engage. Our solution is designed to engage with your customers by using like-like avatars to manage the primary communication. The best-in-class avatars are customizable, photo-realistic, use human voices and are animated to provide lip-synch and facial movements. They are integrated with our virtual agent technology so they reference our V-Base knowledgebase to ensure they respond immediately with an accurate and relevant response.

The benefits of an integrated platforms are many. The V-Base knowledgebase provides a consistancy of response accross all channels. The multi-channel approach allows your customers to choose their own channel of preference. The integration allows you to manage your workloads and costs by optimizing channel usage. Traffic can be deflected to the avatar which provides an immediate and accurate response and is only 10% of the cost of using a live operator.

Live operators are supported by the V-Base when handling live chat, emails and user forums. Operator workloads can be managed by the avatars providing support at peak times and handling standard queries, during less active periods the operators can use the same operator panel with knowledgebase support to respond to emails and manage the user forums.

The platform is designed to be embedded in your web site, but has also been designed to work within social network platforms. All of the great engagement and customer service functions can be seamlessly embedded into your Facebook, Twitter, LinkedIn or Google+ sites. The Virtualyty platform also supports Smart Phones and Tablets.

The Virtualyty platform is offered as either a cloud service or as an installed product. It is quick and easy to install and get up and running.

© Virtualyty 2017