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Kaspersky Lab Expands VirtuOz Intelligent Virtual Agent Deployment for Customer Support in the U.S. and Canadian Markets


July 17, 2012 - Emeryville, CA

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, today announced that Kaspersky Lab (http://usa.kaspersky.com), a leading developer of secure content and threat management solutions, has expanded the use of virtual agent support into the U.S. and Canadian markets with the launch of Sasha (http://usa.kaspersky.com/support/home/sasha), an IVA powered by VirtuOz.

The new virtual agent, dubbed "Sasha," is modeled after a European counterpart program that has been supporting Kaspersky Lab's customer service in Germany since 2010 and the United Kingdom and France since earlier this month. Sasha incorporates minor changes to accommodate cultural norms and best practices in North America, as well as unique business processes. Live on Kaspersky Lab's U.S. and Canadian websites since June 27th, Sasha was deployed in a mere 60 days and is trained to effectively resolve customer issues across 100 different topics, 24 hours a day, seven days a week.

"Our goal with Sasha is to provide customers quick, accurate, any time online assistance that requires the least amount of user effort. She allows us to differentiate our customer experience by moving past the limitations of the call center," explains David Mello, Vice President, Support & Services at Kaspersky Lab, North America. "We selected VirtuOz not only due to the success of our European virtual agents, but also because of its proven track record with large scale enterprise deployments and domain expertise. They have not disappointed during the development and deployment of Sasha, acting as a long-term business partner, not just a vendor, and adding best practice expertise that positions Sasha to achieve our business goals."

With European counterpart Lena providing 80-90 percent first contact resolution to customer inquiries, Kaspersky Lab expects similar results with Sasha. While Sasha's primary mission is customer and technical support, she also gathers details on customer needs and product feedback for future enhancements. Additionally, she helps qualify customers for complementary products and services, increasing online subscription rates and improving customer satisfaction.

"Kaspersky Lab is visionary in its adoption of virtual agents, redefining how it engages today's online customer in a digital relationship," said Eric Anderson, SVP, Global Sales at VirtuOz. "Since its initial support deployment in Germany in 2010, they have aggressively expanded the application of VirtuOz virtual agents across the entire customer engagement lifecycle as well as geographically, positioning Kaspersky as a category leader. Companies looking to move to provide superior customer service in today's always-on world should look to emulate Kaspersky's success."

About VirtuOz
VirtuOz is the leader in Digital Customer Relationships, enabling large and mid-market enterprises to use Intelligent Virtual Agents to provide world-class online marketing, sales, and support channels, ensuring a high quality user experience while improving operational performance. Recognized by the American Business Awards, Best in Biz, Network Products Guide and the TiE50 Awards, the company's award winning intelligent virtual agents offer companies a new channel for online self-service that delivers the best possible customer experience at one-tenth the cost of traditional channels. VirtuOz solutions combine best-in-class virtual agent solutions with best practices across agent development, deployment, and optimization to deliver predictable and measurable results. Intelligent virtual agents are predicted to become the new standard for customer interaction in the next few years. VirtuOz leads the market for successful use of intelligent virtual agents, having processed over 166 million conversations on behalf of its customers in 2011 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including PayPal, Michelin, SFR, H&R Block, and Symantec. More information about VirtuOz can be found at www.virtuoz.com.

About Kaspersky Lab
Kaspersky Lab (http://usa.kaspersky.com) is the world's largest privately held vendor of endpoint protection solutions. The company is ranked among the world's top four vendors of security solutions for endpoint users*. Throughout its 15-year history Kaspersky Lab has remained an innovator in IT security and provides effective digital security solutions for consumers, SMBs and Enterprises. The company currently operates in almost 200 countries across the globe, providing protection for over 300 million users worldwide. Learn more at www.kaspersky.com.

VirtuOz is a trademark of VirtuOz, Inc. All other company and product names are trademarks or registered trademarks of their respective holders.

*The company was rated fourth in the IDC rating Worldwide Endpoint Security Revenue by Vendor, 2010. The rating was published in the IDC report Worldwide IT Security Products 2011-2015 Forecast and 2010 Vendor Shares - December 2011. The report ranked software vendors according to earnings from sales of endpoint security solutions in 2010.

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