Call Center Solutions Featured Article

Business leaders are bombarded with an almost constant stream of data every day, and this overload of information is making knowledge management increasingly more important. Data can provide leaders with a wealth of information, but processing overwhelming amounts can get in the way of making the best decisions.

Today, Creative Virtual has unveiled V-Portal, a knowledge management solution that deploys intelligent virtual assistants across the call center, Web, mobile and social channels with just a few clicks.

V-Portal manages content based on  a specific product area and connects users to Web services via natural language virtual assistants. Additionally, Creative Virtual’s virtual assistants can hold personalized customer conversations 24/7 helping organizations build improve customer engagement.

“V-Portal enables organizations to create a seamless customer experience by managing content and deploying multi-channel virtual assistant technology from a single platform,” said Creative Virtual Founder & CEO Chris Ezekiel, in a statement. “Our customized knowledge management solution is an industry leading technology that gives our clients a competitive advantage by enabling them to deliver a great online customer experience at low cost, while supporting multiple business goals.”

V-Portal technology provides workflow, permission management and task controls that support the creation and approval of content. The technology also incorporates natural language processing to deliver personalized conversations with virtual assistants that have a 90 percent accuracy rate in addition to a 50 percent call deflection rate.

There are several key V-Portal differentiators which include:

Multi-Channel Content Management: V-Portal manages cross-channel content from internal databases, call centers, live chat transcripts, CRM and business intelligence tools—all  from a single platform.

Intuitive Workflow Management: V-Portal’s drag and drop graphical decision tree editor allows for the creation of flow charts, which can be customized to provide answers via the Web, smartphones, tablets, or social sites like Facebook (News - Alert) or Twitter and published in minutes.

Unique Natural Language Engine: Creative Virtual’s natural language (NLP) software enables customers to talk to a virtual assistant that can hold “real-person” conversations about an issue.

Intelligent Reporting & Analytics: The V-Portal reporting dashboard provides insights into customer behavior and interaction via transcripts and survey feedback.

Richard Simons, CEO of Creative Virtual USA added, “While knowledge management is critical for a cross section of industries from retail to telecommunications, the features of V-Portal are particularly beneficial for regulated industries like health care and finance where a history of changes and an approval flow are mandated.”