Contact Center Solutions Featured Article

Creative Virtual Wins a New Client

December 20, 2013

Creative Virtual, a company that provides natural language support technology, has entered into an agreement with a leading cable, telecommunications and internet provider. According to the agreement, the new client of the company will make use of its omnichannel self-service tool, V-Person and its component knowledge management system to enhance customer experience.


 By partnering with Creative Virtual the new, unnamed client will have the ability to improve customer experience in many ways. To start with, the client will be able to provide relevant, engaging content that enables their customers to self serve. The client can also make sure that the customers are receiving product specific, relevant content. For any company that values the interactions with its customers, this is a natural advancement over mundane live chats.

Creative Virtual will combine the powers of V-Person and V-Portal, the company’s award-winning, omnichannel content management system to enable its clients to connect to the customers on multi-channels. Even after this, the client will be able to maintain consistency across all the channels, claims Creative Virtual.

V-Portal helps users to contact customers on various platforms such as web, mobile and social media channels. According to Creative Virtual, this solution provides accuracy rates of over 90 percent and call deflection rates of up to 50 percent.

“Now more than ever, enterprise cable, telco and ISPs are looking for ways to ensure their clients feel valued and respected,” Richard Simons, CEO of Creative Virtual USA said. “Intelligent virtual assistants engage clients with correct answers to their questions posed in natural language while understanding both user intent and the full breadth of the customer journey, providing 24/7 smart help, while valuing a customer’s time. Specifically, we at Creative Virtual are uniquely suited to the telco/cable/ISP vertical, given customers like Verizon.”

Recently, the company deployed “Ask Sabine,” a virtual assistant in native Dutch language at NIBC Direct. For this, the company made use of V-Person technology. 




Edited by Cassandra Tucker



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