OREM, UT, Nov 06 (MARKET WIRE) --
My-eService, a leading provider of knowledge management and self-service
software, today announced it is officially launching its new product
Virtual Chat for Remedy at the WWRUG Conference in Las Vegas, Nevada on
November 9, 2009.
"Virtual Chat for Remedy(R) (VCR) includes an animated 3D service desk
agent, or virtual agent that utilizes Artificial Intelligence and
integrates with existing knowledge repositories to provide quick resolve
for self service users' issues," says Russ Tolley, VP of Business
Development at my-eService. "The virtual agent uses a friendly, natural
conversation engine to work with the self help user to resolve their
problem. If the virtual agent can't resolve the issue, the self service
user is routed based on the issue type to the correct live chat agent.
Open or closed chat sessions can be automatically turned into incidents
or service requests, contributing to a seamless, ITIL best practices
approach to IT Service Management."
"The virtual agent provides us with a single one-stop-shop where our users
can access knowledge, service alerts, frequently asked questions, submit
an incident, or escalate to assisted service. An added benefit is that our
virtual agent, Jen, never takes a break, a vacation or sick day and works
7 days - 24 hours a day without complaining. The virtual agent has helped
us to extend our hours of operation," says Kathy Sweet, of Amica
Insurance.
The timing of the WWRUG Conference in Las Vegas worked out well for
my-eService to formally introduce their new product to the BMC User
Community. This is the best opportunity to reach a large number of BMC
customers at once. "WWRUG brings together professionals and business
thought leaders for five days of in-depth technical tutorials and
discussions of solutions associated with BMC Action Request System, Atrium
CMDB and the ITSM suite and we are excited to have my-eservice introducing
their new product at the conference," says Daniel Bloom, WWRUG Conference
Chair.
Virtual Chat for Remedy is available from my-eService. For more
information about Virtual Chat for Remedy by my-eService, please call
801-610-9150, email sales@my-eService.com, or visit www.my-eservice.com.
About My-eService
My-eService is a leading provider of enterprise self service solutions for
service desks and customer support centers using BMC Software
applications. Our innovative solutions allow your support center to
reduce support calls, improve support agent efficiency, and improve
customer satisfaction. My-eService principals have been successful in
developing industry-leading knowledge and self service tools for over a
decade. Their last company was acquired by BMC Software in 2005. They
have developed, implemented, and supported knowledge tools for thousands
of customers, including enterprise implementations for Fortune 500
companies, attaining domain expertise and a proven track record in
internal service desks and customer support centers.
Media Contact:
Bruce Melford
(801) 610-9150
Email Contact
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