Ovum Research Identifies IntelliResponse as Key Player in Virtual Agent Market

TORONTO, April 24, 2014 /PRNewswire/ -- IntelliResponse, providers of the most widely deployed enterprise virtual agent technology, today announced they have been featured in Ovum Research's "On the Radar" series, an analysis of up-and-coming vendors in the enterprise market.

As consumers increasingly seek self-service options for support, a market has emerged for virtual agent technology. Enterprises are looking to establish efficient avenues for pushing information to customers via web and mobile channels in order to improve resolution rates. The report highlights the advantages of implementing an intelligent virtual agent, including improved query resolution on the web, increased customer satisfaction and reduced costs.

"The need for efficient online self-service has never been more apparent, especially as consumers increasingly turn to digital and mobile channels for their customer service issues," said David Lloyd, CEO of IntelliResponse. "In order to provide a satisfying customer experience, companies need to provide their customers with a low effort way to receive instant answers to their questions at the time and place of their choosing."

"A market has emerged for virtual agent tools, which use analytics to understand the context behind customer queries and automatically push content and answers back in real-time," said Aphrodite Brinsmead, senior analyst at Ovum Research. "IntelliResponse is a key player in the virtual agent market, offering enterprises a complete knowledge management and analytics solution."

The report also features IntelliResponse's core offerings, ANSWERS, VOICES, and OFFERS, the company's history, and plans to bring greater analysis and data to customer service managers. Download "On the Radar: IntelliResponse" from Ovum Research here:
http://info.intelliresponse.com/AnalystReports_2014OvumResearchReportWebsite.html

About IntelliResponse Systems
IntelliResponse provides digital self-service technology solutions for the enterprise. We create profitable online conversations for our private and public sector customers around the world.

Our patented Virtual Agent solutions transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms. Using IntelliResponse, consumers can ask questions using natural language and get instant, accurate answers as well as targeted offers that lead them down the purchase path and improve conversion. What's more, key voice of the customer insights are captured in natural language, allowing companies to build highly detailed customer profiles over time.

IntelliResponse is the gold standard in first line customer experience, offer management and customer intelligence. Some of the world's most recognized corporate brands and public institutions trust their customer experience management needs to IntelliResponse – including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Penn State University, Yale University and Harvard University Extension School.

For more information about IntelliResponse, visit www.intelliresponse.com
Join the conversation on Twitter @IntelliResponse.

About Ovum

Ovum is a leading global research and advisory organization specialized in IT and telecommunications. With the most experienced analyst team in the industry, Ovum is uniquely positioned to provide objective, in-depth analysis on the technology transformations impacting businesses today. Ovum's clients include business leaders, CIOs, vendors, service providers and regulators, all of whom use Ovum's research and guidance to identify and assess relevant business opportunities being driven by technological advances. With 14 offices across 5 continents, Ovum is able to provide a truly global perspective. Ovum's successful events business presents a more interactive opportunity to learn from its analysts, with its flagship event Ovum Industry Congress attracting over 500 end-user attendees every year. Ovum produces around 2,000 reports each year, including forecasts, surveys, market assessments, technology audits, and opinion. In 2012, Ovum was jointly named Global Analyst Firm of the Year by the Institute of Industry Analyst Relations (IIAR). Ovum is an Informa Business. www.ovum.com

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SOURCE IntelliResponse