Leading Cable, Telco and Internet Provider Selects Creative Virtual To Improve Customer Self-Service
Customer Experience Solution Will Provide Highly Personalised Omnichannel Engagements
Leading provider of natural language support technology Creative Virtual announced today an agreement with a top cable, telecommunications and internet provider. Creative Virtual was selected for the company’s ability to improve customer experience through deployment of the omnichannel self-service tool, V-Person™ and its component knowledge management system.
The major telco client is working with Creative Virtual to achieve new customer experience initiatives. These include the ability to empower customers to self-serve with relevant, engaging content while optimising live contacts with “right channeling” assistance. Creative Virtual plans to ensure customers are receiving market appropriate, product specific, relevant content as both an intelligent augmentation to live chat, and a conduit to engage customers while providing the appropriate live channel path based on said engagement.
“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.”
Creative Virtual will deploy V-Person in conjunction with their industry award-winning, omnichannel content management system, V-Portal™, allowing the client to fully control the distribution of knowledge to customers across the multi-channels of the customer journey while maintaining consistency, accuracy, compliancy and intelligence surrounding the interaction history.
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