Contact Center Solutions Featured Article

Creative Virtual New Customer Install includes Integration with Leading Cloud-based CRM System

October 03, 2014

One of the leading areas of customer experience solutions automation efforts is self-service. When done correctly, self-service can not only reduce the stress on contact center agents by off-loading mundane requests that take up valuable time needed for more challenging interactions, but also improve customer satisfaction. In short, it can create a win/win for contact centers and customers, especially when such capabilities are integrated with Customer Relationship Management (CRM) solutions. 

Creative Virtual, a provider of knowledge management, natural language processing, and virtual assistants solutions, has revealed that its V-Person solution is now live with a leading software company to help expedite customer issues and is doing so thanks to what the company says is “deep integration” with a leading CRM system.  

The solution for the software company checks customer information, validity of license requests and issues users activation codes. In addition, if required for continuing issue resolution, the solution submits trouble tickets to the CRM system for users who are unable to obtain new software activation codes online. As Creative Virtual points out, by leveraging the CRM back-end integration capabilities, its solution now handles more than 65 percent of the trouble ticket volumes, previously handled by live resources. The savings are to say the least substantial.

From manual to automated

For those not familiar with V-Person, it is conversational middleware that combines natural language, business logic and integration of data from external systems. The company’s knowledge management system V-Portal™ has a graphical decision tree editor (decision support tool similar to Visio) that allows business processes to be created and revised quickly, based on testing and evolving business requirements. Using the built-in python scripting language, V-Portal can easily integrate to external systems.

What the solution does is allow organizations to enable customers to self-serve instantly instead of requiring interaction with a live resource, via phone call or chat. As Creative Virtual notes, the goal is “to enable customers to self-serve in seconds, replacing a manual process that previously took days to complete.”

“We see our clients using V-Person as a smart solution to quickly automate manual processes that would have taken months to program using traditional development tools,” Richard Simons, CEO of Creative Virtual USA said.

Obviously, the real trick in self-service is to get it right and keep it current in terms of end-customer needs. That said, having powerful and flexible tools is key, and if your organization is not taking a very hard look at self-service as a means to be more efficient and effective in terms of optimizing the workloads of your contact center, and leveraging solutions that have quantifiably increased customer satisfaction, there is no time like the present to start evaluating solutions that can work for you. 

Edited by Maurice Nagle