Virtual Agent Maximizes Call Center’s Resources

A Sales Environment

Portland, ME-based Media-Power sells health supplements and home products to distributors and other marketers. And its MPDirect catalog title sells similar products direct to consumers.

MediaPower’s call center agents work on commission. “It’s truly a sales environment,” says Homer. The challenge, then, was to automate some of the agents’ tasks to enable them to move on to the next callers. Plus, Homer recounts, “Like other direct marketers with call centers, we weren’t getting 100-percent compliance from agents on wrap-ups and upselling offers. The Virtual Human Agent system is a way to get that.”