Varolii 360
Proactive Outbound + Guided Inbound
360-degree Interaction Management
Varolii 360 combines proactive outbound with guided inbound capability for a fully integrated interaction solution that reduces contact center costs and creates a better customer experience. Varolii 360 is a seamless, end-to-end outbound and inbound solution delivered through multiple channels—voice, text, email and smartphone applications. This holistic approach to customer interaction management (CIM) creates consistent branding, allows for more self-service options and includes complete reporting and analytics for greater insight and control.
Guided Speech
There are times when customers need to speak with an agent. However, typical inbound call center systems using automated speech recognition (ASR) don’t have the intelligence to personalize the message or auto-correct if it misunderstands what the customer is saying. Varolii 360’s Guided Speech capability combines automation with human “guides” for a more efficient interaction. Silent guides direct the automation in real-time, correcting misheard responses or redirecting the ASR. This hybrid approach is more affordable than full time agents, provides more efficient self-service options, and reduces customer frustration and opt-outs.
Other features of Varolii 360 include:
- Hosted IVR and Application Scripting: Professional Interaction Design creates compelling, voice-quality communications that deliver higher response rates.
- Queue Management: Optimally balances automation with agents to manage inbound call volume and balance contact center resources.
- Computer Telephony Integration (CTI): Fully-integrated CTI functionality with pre-agent transfer, agent connect, and pre-connection data delivery to agent.
- Web Self-Service Options: Drives customers to a branded Web form where they can interact and resolve questions without contacting the company.
- Compliance and Data Security: Authenticates customer identification and tracks interactions. Safeguards sensitive data with Varolii’s five-layer security protocol.