Virtual Agent Maximizes Call Center’s Resources

Chris Homer, president of MediaPower, had two call-center problems to resolve.

First, he wanted to ensure that all customers had adequate access to call wrap-up data. Second, he wanted the call center to make upsell offers to every customer, no exceptions.

His goal was to solve both dilemmas in a cost-efficient, but still effective, manner. So last year, he turned to an automated virtual agent technology from Advanced Interactive Sciences (AIS; www.aisontheweb.com).