Creative Virtual Introduces Self-Service Solution Designed to Reduce Service Desk Support Costs

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V-Person Service Desk™ improves productivity and efficiency while reducing calls and live chat sessions requiring service desk agent support

V-Person Service Desk from Creative Virtual
This Smart Help solution enables organisations to ‘shift work left’ by giving employees the proper tools to troubleshoot instantly, when and where they require the support, without needing to contact a service desk agent.

Creative Virtual, a world leader in self-service engagement solutions, has announced the official launch of V-Person Service Desk. This newest addition to Creative Virtual’s suite of Smart Help solutions is designed specifically to reduce service desk costs while improving productivity, efficiency and the employee support experience.

With V-Person Service Desk, organisations empower employees to self-serve on their preferred device anytime, anywhere. The V-Person virtual agent understands questions asked in natural language and provides an instant, consistent answer every time to create an easy, convenient self-service experience. The solution is designed to be complementary to the systems and processes already in place and can be easily integrated with existing Single Sign-On (SSO) and ticketing systems, third party databases and live chat systems. These integrations enable an extremely personalised support experience and seamless handover from virtual agent to live agent if required.

“The development of V-Person Service Desk was in response to a growing need we saw for organisations to deliver quicker, easier service desk support for their employees without incurring the extra cost of additional live agents,” said Chris Ezekiel, Founder & CEO of Creative Virtual. “This Smart Help solution enables organisations to ‘shift work left’ by giving employees the proper tools to troubleshoot instantly, when and where they require the support, without needing to contact a service desk agent. This not only reduces service desk costs, but it also improves the experience and meets user expectations for accurate, consistent access to support.”

V-Person Service Desk is backed by V-Portal™, Creative Virtual’s intelligent knowledge management, workflow management and business intelligence reporting platform, which provides tightly integrated editing, testing, workflow and reporting functionality. Options are available for the solution to be hosted on-premise or in the cloud, and to be deployed as a fully managed service or managed in-house. Organisations currently using V-Person technology are seeing average call deflection rates of 20-30% and reductions of up to 80% in live chat sessions.

For more information about this new self-service solution, download the V-Person Service Desk Overview.

ABOUT CREATIVE VIRTUAL

Creative Virtual is a world leader in self-service solutions that enable anywhere, anytime customer engagement between brands and their customers. Leading global organisations including Lloyds Banking Group, Time Warner Cable, HSBC, Verizon, Chase, InterContinental Hotels Group, Autodesk and Tesco rely on our award-winning V-Person technology to improve their customer support experience, increase sales, reduce costs and build brand loyalty.

Backed by an experienced, expert team as well as an extensive partner network, our innovative virtual agent, knowledge management and business intelligence platform empowers organisations to provide customers with consistent, accurate, personalised and seamless omnichannel engagement across web, mobile, social, SMS, contact centre, service desk and IVR channels. Delivering significant contact deflection and reductions in average call handling times, as well as increased first contact resolution, together with powerful customer analytics and outcome tracking, the V-Person Smart Help platform is the most compelling self-service product in the world today.

Creative Virtual is headquartered in the United Kingdom with operations in the United States, the Netherlands, Australia, New Zealand, India, Singapore and Hong Kong. For more information about Creative Virtual and V-Person technology, please visit our website at http://www.creativevirtual.com.

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