Vitria Company & Product News

For the second year in a row, Ventana Research has selected Vitria Technology, Inc. as its Operational Intelligence Leadership Award Winner. The award is reserved for companies that exemplify the discipline of “Applying Operational Intelligence to leverage business and technology events, improve operational responsiveness, and drive action.”

Vitria, together with its partner MID Business, pioneered a new way of delivering services to remote customers via mobile technology and social media. Vitria’s M₃O Operational Intelligence Suite continuously monitors social media networks, such as Facebook and Twitter, for customer activity and comments, and analyzes sentiment and trends. MID Business added multi-language semantic analysis. The resulting solution, called “FLUID”, instantly presents call center operators with all customer touch points and social commentary in a single, live dashboard and accomplished the following objectives:

1. Empowered remote customers to submit and track new orders via the communication channel and language of their choice.
2. Improved customer experience by monitoring and correlating (in real time) all customer communication channels, including email, live chat, instant messaging, SMS text messaging, and social media.
3. Improved operational performance with the real-time business activity monitoring and tracking of order fulfillment.

Requirements placed on MID Business by its telecommunications and energy partners included fast deployment time and ease-of-use in a single, cost-effective solution. The entire solution was modeled, tested, and deployed in 150 days. Call center productivity doubled while call center costs were reduced by 40% percent.