VirtuOz, a provider of intelligent virtual agents for online marketing, sales, and support, today introduced its Winter '11 Release, which provides more detailed analysis and metrics to measure agent performance and customer experience.
The Winter '11 release focuses on providing insight into both the business impact of online channels and the performance of the agent itself, including the following:
- A new analytics dashboard that reflects key metrics, such as return on investment (ROI) and key performance indicators (KPIs), operational metrics, and benchmark data to gauge effectiveness and conformance to agent best practices.
- A Virtual Agent Performance Scorecard that summarizes the virtual agent's overall health, recommended actions taken to improve agent performance, and the associated impact of optimization efforts.
- A comparison capability that contrasts multiple iterations of an agent to measure the impact of changes on overall agent performance over a fixed time.
"Through collaboration with our enterprise customers, we continue to improve the analytics and tools to optimize the virtual agent channel," said Pam Kostka, chief marketing officer of VirtuOz. "Winter '11 is the culmination of our experience working with enterprise-class virtual agents and our application of a measurement rigor similar to that historically applied to traditional customer engagement channels. With built-in measures relevant to the business, such as increased revenue and reduced costs as well as customer-focused metrics, such as helpfulness, user effort, and overall customer satisfaction, this release enables our customers to have complete confidence in the value of their virtual agent."