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Virtualyty Overview

avatars Automated Self Service FAQ's Forums Chat E-Mail Virtual Agents V-Base Semi-Automated Self Service

Virtualyty Overview.

Virtualyty rests between your customers/prospects and your call center. Since most call center calls originate from web visits where customers and prospects were unable to find the information they sought, Virtualyty is like deploying a personal concierge to help them get the information they are looking for on their own. As the graphic below depicts, the Virtualyty suite consists of five Touchpoint Options that are powered by the Virtualyty Platform Technology Components.

The Virtualyty Suite - click on any icon for more information

Customer/Prospect Touchpoint Options.
Your business use case determines your Virtualyty setup. Touchpoints can be both Automated (100% customer self service) and Semi-AutomatedAutomated (some call center staff involvement required). When the automated touchpoints are unable to provide an immediate answer, the rule-based Semi-automated Self Service Touchpoints immediately kick in, offering an alternative channel for the question that involves human interaction.

Technology Platform.
The Platform Components powering the Touchpoints consist of a Virtual Agent and our V-Base Knowledgebase. Of course, robust Reporting is also standard.

Unified Customer/Prospect Self Service Suite.
The result is a fully integrated (into your existing technology platforms) solution designed to provide on-demand support while dramatically reducing costly call center interactions. For more information, click on any about these key defining elements of the Virtualyty platform, click on each icon.

Click to read more...

Whether deployed as a cloud based system, or as an installed product (your choice), the illustration depicts, the range of automated and semi-automated components available. Depending upon your web self-service use case and workflow/integration into your existing call center, we work with you to specify the exact components we will deploy for your particular solution. The Automated Self Service components need not directly integrate into your call center. Whereas the Semi-automated solutions are designed to integrate into your call center for instant live-response when required.

All automated and semi-automated Self Service Components are integrated around our V-Base knowledgebase to ensure consistent and accurate responses are delivered across all channels. Because of the high level of channel integration, throughput and prioritization rules can be established to optimize customer response times and headcount levels. The open architecture of the platform enables integration with CRM, Lead Generation and Legacy systems.

© Virtualyty 2017