Moxie Software and VirtuOz Partner to Deliver Next Generation Customer Experience Solution
Seamless virtual agent integration with Moxie’s Chat and Knowledgebase provides personalized, cross-channel experience redefining customer engagements
EMERYVILLE, CA – November 10, 2011 – VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, today announced the company has partnered with Moxie Software. The partnership brings together the leaders in virtual agents and web customer support to deliver a next generation customer experience solution.
Today’s digital-savvy customer is increasingly dictating when, where, and how they want to engage with a company, which is redefining customer engagement. The combined solution — VirtuOz Intelligent Virtual Agents and Moxie’s Customer Spaces, including Moxie’s Chat and Knowledgebase — provides the market with the broadest online customer experience solution across all channels.
Key benefits of the combined solution include:
- Seamless cross-channel experience to achieve 100 percent resolution.
- A consistent experience across all channels.
- 10 percent higher customer satisfaction associated with integrated solution.
- 15 percent improved agent productivity.
As noted by Gartner Research, companies are responding to today’s digital-savvy customer needs by prioritizing new customer access channels such as virtual agents, while ensuring a consistent customer experience across all channels. (Source: Gartner, September 2011, “Magic Quadrant for CRM Web Customer Service”). The addition of virtual agents to Moxie’s Customer Spaces channels offers the market a full range of self-service and traditional channel capabilities. The integration of the virtual agent with both Moxie Customer Spaces Live Chat and Knowledgebase also ensures a positive, consistent and contextually appropriate customer experience.
“VirtuOz’s virtual agent technology is a natural complement to Moxie’s comprehensive customer service suite that supports traditional and social media channels,” said Tom Kelly, CEO of Moxie Software. “Our combined solution offers a seamless transition from virtual to assisted customer service, reducing costs and delivering a superior online experience.”
“We are pleased to be partnering with Moxie Software, a global leader in social enterprise software,” said Steve L. Adams, CEO and president of VirtuOz. “Our combined offering delivers a differentiated solution for companies that recognize that the next wave of customer engagement requires building digital customer relationships. Now businesses can engage consumers via their preferred online access point and provide context aware experience for all of their interactions even as they move across channels.”
Pricing and Availability
VirtuOz Intelligent Virtual Agent to Moxie Chat integration is available now. Virtual agent to knowledge base integration will be available early 2012. Pricing is based on a one-time integration service fee with no additional licensing costs. Download more information about the combined solution, or please visit Moxie’s strategic partners web page.
About Moxie Software, Inc.
Moxie Software, the social workspace, enables companies to connect employees, customers and partners to engage in business, share knowledge and collaborate.
Moxie Software provides the most complete and intuitive enterprise social software for employee and customer engagement through Spaces™ by Moxie applications. These highly intuitive, user-centric applications were designed for “The Way People Work” through collaboration with world-renowned design and innovation firm IDEO and have incorporated the thought leadership from Moxie Insight. Companies using Moxie Software’s solutions are able to innovate faster, and improve operational efficiencies and customer support. To learn more about Moxie Software, visit www.gomoxie.com.
About VirtuOz, Inc.
VirtuOz is the leader in Digital Customer Relationships, enabling large and mid-market enterprises to use Intelligent Virtual Agents to provide world-class online marketing, sales, and support channels, ensuring a high quality user experience while improving operational performance. Intelligent virtual agents offer companies a new channel for contemporary online customer service that delivers the best possible customer experience at one-tenth the cost of traditional channels. VirtuOz solutions combine best-in-class virtual agent solutions with best practices across agent development, deployment, and optimization to deliver predictable and measurable results. Intelligent virtual agents are predicted to become the new standard for customer interaction in the next few years. VirtuOz leads the market for successful use of intelligent virtual agents, having processed over 144 million conversations on behalf of our customers in 2010 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including eBay, Chegg, SFR, H&R Block and Symantec. More information about VirtuOz can be found atwww.virtuoz.com.