VirtuOz Intelligent Virtual Agents Now Available on Salesforce.com’s AppExchange, the World’s Most Popular Marketplace for Business Apps

August 30, 2011

Customers can now deploy Intelligent Virtual Agents to provide the rich online customer service experience web-savvy consumers demand

Dreamforce 2011, the cloud computing event of the year, will showcase how businesses can tap into the power of social, mobile and open technologies to become social enterprises

SAN FRANCISCO – Salesforce.com Dreamforce Conference – August 31, 2011 - VirtuOz, Inc., a leading provider of intelligent virtual agents (IVAs) for online customer service, today announced the availability of VirtuOz IVAs on the AppExchange. Designed to help companies create a new online customer engagement model that provides world-class customer support on the Salesforce Service Cloud, the VirtuOz IVA for AppExchange is immediately available for a test drive and deployment at http://www.salesforce.com/appexchange. The announcement was made today at Dreamforce 2011, the cloud computing event of the year.

Virtual agents are an innovative response to growing consumer demand for personalized, self-service options accessible via today’s preferred online channels – the Web, mobile devices and social networks. VirtuOz intelligent virtual agents use patented natural language processing and predictive intent analysis to emulate a conversation with a human being and to provide timely and effective resolution to consumer issues at 1/10th the cost of traditional service channels.

“Analysts like Gartner predict that intelligent virtual agents will become an industry standard for customer interactions in the next 2-4 yearsi,” said Steve L. Adams, president and CEO, VirtuOz. “With VirtuOz now available on AppExchange, customers can deploy an IVA to provide cutting-edge digital customer service, while leveraging their existing CRM investment, and improve customer satisfaction.”

VirtuOz IVAs can be launched from salesforce.com customer portals, consumer websites, mobile devices, or within social networks. These IVAs will allow businesses to:

  • Engage: Connect with consumers via the online media that they prefer – Web, mobile or social media.
  • Converse: Rapidly and accurately identify users’ issues in a conversational style.
  • Respond: Address customers’ needs with a substantial increase in first-time customer resolution rate, including automated case creation in the Service Cloud.
  • Channel: Direct the user to the appropriate human service channel as required.
  • Listen: Increase insight into customer issues and concerns to drive continuous improvement in the customer engagement.
  • Measure: Monitor ROI and key performance indicators to continuously improve the IVA’s performance as customer needs change and as business grows.

“Customers coming to Dreamforce will have the chance to see how partners like VirtuOz exemplify the extraordinary reach of the AppExchange marketplace,” said Ron Huddleston, vice president, ISV Alliances, salesforce.com. “Apps like these continue to push the social, open, mobile and trusted capabilities customers expect from the salesforce.com ecosystem.”

Dreamforce 2011 is the cloud computing event of the year. The ninth annual conference will welcome more than 30,000 customers, partners and developers to the new world of the social enterprise. With more than 450 sessions and 250 cloud companies in the expo, Dreamforce offers the content and educational opportunities that enable attendees to tap into the power of the social enterprise.

About the Force.com Platform and AppExchange
Force.com is the trusted social enterprise platform for building and running any employee app in the cloud. Force.com powers the Salesforce CRM apps, the more than 200,000 custom apps used by salesforce.com customers such as Japan Post, Kaiser Permanente, KONE, and Sprint Nextel and the more than 1,200 ISV apps built by partners such as BMC, FinancialForce.com and Fujitsu.

Enterprise apps built on the Force.com platform can be easily distributed and marketed through the salesforce.com AppExchange http://www.salesforce.com/appexchange/.

The salesforce.com social enterprise platform delivers the most trusted and comprehensive cloud technologies for social, mobile and open apps. It includes Force.com, the cloud platform for employee apps, Heroku, the cloud platform for customer apps and Database.com, the cloud database to integrate the social enterprise.

Salesforce, Dreamforce, Force.com, Heroku, AppExchange and others are trademarks of salesforce.com, Inc.

About VirtuOz
VirtuOz is the leader in Digital Customer Relationships, enabling large and mid-market enterprises to use Intelligent Virtual Agents to provide world-class online marketing, sales, and support channels, ensuring a high quality user experience while improving operational performance. Intelligent virtual agents offer companies a new channel for contemporary online customer service that delivers the best possible customer experience at one-tenth the cost of traditional channels. VirtuOz solutions combine best-in-class virtual agent solutions with best practices across agent development, deployment, and optimization to deliver predictable and measurable results. Intelligent virtual agents are predicted to become the new standard for customer interaction in the next few years. VirtuOz leads the market for successful use of intelligent virtual agents, having processed over 144 million conversations on behalf of our customers in 2010 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including eBay, SFR, H&R Block and L’Oreal. More information about VirtuOz can be found at www.virtuoz.com.

VirtuOz is a trademark of VirtuOz, Inc. All other company and product names are trademarks or registered trademarks of their respective holders.