Sutherland Global Services, a multi-national Business Process Outsourcer and technology enabled service provider, has selected Conversive's state of the art conversational technology to enable the Virgin Group's around-the-clock assistance and support for digital devices.
The service named Virgin Digital Help launched on December 16, 2009 in the UK, is a new venture from Sir Richard Branson's Virgin Group.
Officials with Virgin Group said that Virgin Digital Help's new service is a one-stop support program for all things digital including PCs, laptops, gaming devices, software, cameras, printers, network devices and a growing list of smart phones and handheld devices.
These devices have been specifically chosen as they cause the most customer problems.
"Nowadays, in theory, our computers and digital devices are 100 percent reliable and work together seamlessly. But, unfortunately, it's not always like that and when things stop working, most consumers are stuffed. So, we launched Virgin Digital Help to give everyone in the U.K. access to expert, independent and jargon-free technical help," said Joe Steel, founder of Virgin Digital Help, in a statement.
Officials with Conversive (News - Alert) said that Sutherland Global Services will deploy the company's single-channel, live and automated chat solution, Conversive Live Automation.
Company officials said that unlike automated chat and online self-service tools, Conversive offers a turn-key customer engagement system that optimizes online chat processes for customers and service agents alike.
Conversive Live Automation automates answers to thousands of the most common customer questions, giving customers quick and accurate assistance.
It also provides a superior and seamless customer experience by transitioning continuously and adaptively between automated answers and live conversation, so that agents can focus on more complex questions.
Conversive Live Automation further empowers agents with a predictive, powerful workflow of accurate information that is continually enhanced by automation, search, and a variety of knowledge sources.
Bob Williams, chairman and CEO of Conversive said that Conversive recognizes that customer satisfaction is paramount to a company's success.
"We are dedicated to providing excellent, branded customer experiences on a large scale," said Williams. "Together with Sutherland Global Services, our technology enables Virgin Digital Help to bring the famous Virgin service ethos to life and to alleviate technology-driven stress for their customers. We are proud to be a part of such a bold and needed venture."
Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.Edited by
Marisa Torrieri
