Varolii Lowers Barriers to Smart Automated Communications
New Varolii Fast and Smart Solutions Reduce Complexity and Accelerate ROI
SCOTTSDALE, Ariz.—March 24, 2010—Today at Interaction’10, Varolii Corporation’s annual customer conference, the company announced four new solutions to accelerate and simplify the way companies deploy smart automated communications. Varolii Fast Solutions for Customer Service and Collections are for companies with critical, near-term deadlines to obtain significant communication results. Varolii Smart Solutions for Customer Service and Collections are for companies who need more advanced capabilities to achieve even greater ROI.
Delivered by the Varolii Unified Interact Platform, both solutions include the insights obtained from more than 5.3 billion proactive, personalized voice, SMS and email notifications. They also include the best practices from initial customer deployments of Varolii ID™—the award-winning mass personalization capability introduced by Varolii in March 2009. While each solution is easily configured and deployed to accelerate the results companies can achieve, the primary difference is the level of sophistication and number of options available. Varolii Fast and Varolii Smart Solutions for Customer Service and Collections are now generally available.
Varolii Fast and Smart Solutions Provide Flexibility to Companies with Differing Communication Needs
Varolii Fast Solutions are for companies that must meet a critical date for deployment of new automated voice applications, such as replacing a predictive dialer reaching its end-of-life, or supporting urgent notification campaigns, such as a direct mail follow-up program. Varolii Fast Solutions for Customer Service and Collections include:
- Varolii ID – personalizes each message to individual recipients, using business rules that automatically determine the most effective way to interact with each person. Varolii Fast Solutions include the four most effective business rules for achieving a fast ROI.
- Queue Management – monitors contact center systems and lets consumers know their expected hold times, thereby reducing abandon rates as well as adjusting outbound notifications to match inbound contact center capacity in real time.
- The industry’s highest-quality voice channel – perfectly emulates contact center agent interactions to deliver greater response at a fraction of the cost. Varolii Fast includes professional voice recordings, scientifically based message mastering for two conversation types, one voice persona and one language.
- Detailed reporting – enables clients to analyze and improve all aspects of their automated communications campaigns, using more than 40 reports in one of four categories: campaign-based results, operations-based (telephony) results, comparison reports and visibility tools.
Varolii Smart Solutions are for companies that want to deploy smart communications across communication channels and use advanced features of the Varolii Unified Interact Platform to achieve maximum results. Varolii Smart Solutions for Customer Service and Collections include all the features found in Varolii Fast Solutions, plus the following:
- Varolii ID – adds three more of the most effective business rules for achieving the greatest ROI.
- Queue Management –includes dynamic transfer options based on business rules and current contact center activity.
- Additional Voice Options – adds three more conversation types, one more voice persona, and one more language.
- Cross-Channel Communications – blends SMS and email with voice notifications to create a single conversation across all channels that is more likely to reach more consumers in less time and give them options to self-serve or take other action.
- Agent Connect – improves agent effectiveness by automatically connecting high-priority customers to agents so they can provide individualized treatment. Agents can pull up the customer’s history in advance and map out the conversation before speaking with the customer.
- Enhanced reporting and analysis tools – includes additional reports and tools to analyze the effectiveness of cross-channel communications strategies and identify opportunities for continual improvement.
Smart Communications Make a Difference to Companies and the Consumers they Serve In today’s age of increased communication, highly mobile consumers and greater customer service expectations, customers are increasingly ignoring all but the most intelligent communications. For an important message to get through, it needs to be smart, meaning it must:
1. Automatically learn individual behavior and preferences – by knowing who to contact when, which channel to use, and each recipient’s preferences such as desired language, a smart communication can rival the personalized experience of an agent-led conversation. For example, if a flight is cancelled and an affected passenger has responded only via SMS instead of a voice call to prior messages, the cancellation would be sent via SMS.
2. Be highly interactive - regardless of which communication channel used, consumers want a real-time dialogue. Continuing with the flight cancellation example, instead of a basic notification that forces the passenger to make an inconvenient, expensive call into the call center, she can choose multiple options—such as selecting an alternate flight and securing a preferred seat—all during the automated call or via a text message.
3. Use cross-channel communication to reduce overall notification cost – repeating the same message via SMS and voice calls only adds to communication fatigue. A smart communication uses cross-channel capabilities to reduce the number of notifications being made. Continuing the airline flight cancellation example, after the passenger has confirmed his new flight details, the Varolii Unified Interact Platform can send an SMS with the updated itinerary and confirmation code directly to the passenger’s mobile device.
4. Leverage best practices from other companies’ experiences – Companies no longer have the luxury of time to learn on their own. Each solution is pre-configured with best practices already built in to take the guesswork out of the potentially hundreds of preferences and response patterns that determine the success or failure of each communication.
“Almost a year after we first deployed Varolii ID, the benefits our customers have seen in terms of sending fewer communications and lowering overall notification costs are real,” said Jeffrey Read, executive vice president of Field Operations at Varolii. “Varolii Fast and Varolii Smart solutions provide organizations a rapid and simplified path to smart automated communications, regardless of where and how they need to get started.”
For more information, please visit www.varolii.com.
About Interaction ’10
Varolii Corporation is hosting its third annual customer conference, Interaction ’10, March 22-24 in Scottsdale, Arizona. More than 100 customers, prospects and industry experts are gathering to share best practices for using intelligent automated communications to improve billing, payment and collections results; enhance customer retention and loyalty strategies; and effectively combat competitive and economic pressures. In keeping with its focus on measurable real-world results, customer-led case study sessions feature prominently on the agenda. For more information, visit www.varolii.com/interaction.
About Varolii Corporation
Varolii is the market and technology leader in intelligent automated communications. Its on-demand automated communication applications help organizations more effectively reach and interact with large numbers of customers and employees, reducing cost of operations and improving service. The company’s flagship capability—Varolii ID™—enables companies to avoid communication fatigue among recipients and execute true 1-to-1 communication on a large scale, achieving better results from fewer notifications. More than 380 companies trust Varolii to send roughly four million communications every business day. For more information, visit www.varolii.com.
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