SOURCE: Varolii


October 26, 2011 09:00 ET

Frost & Sullivan Recognizes Varolii's Leadership in the Hosted Outbound Customer Contact Market in North America

Varolii's Robust and High Quality Customer Interaction Capabilities Show Proven Results in Improving Bottom-Line Performance Through Better, Cost Effective Customer Engagement

MOUNTAIN VIEW, CA--(Marketwire - Oct 26, 2011) - Based on its recent analysis of the hosted outbound customer contact market, Frost & Sullivan recognizes Varolii Corporation with the 2011 North American Frost & Sullivan Award for Market Share Leadership. Varolii's leadership position is the result of robust and secure enterprise-class and vertically-customized multichannel customer interaction applications and sophisticated contact center integration capabilities.

"Varolii has extensive experience in large enterprise market with the majority of its direct customers being Fortune 1000 firms with contact centers in excess of 200 agents and multi-site centers," said Frost & Sullivan Industry Analyst Brendan Read. "With customers that place a premium on functionality, execution, ROI, flexibility, reliability and security, Varolii's leadership position in the market is the result of best-of-breed automated outbound customer contact applications that other suppliers would be hard-pressed to match."

Success in the hosted customer interaction market requires balancing economies of scale that enable competitive pricing and customization to meet customers' unique needs. Varolii has developed an enterprise-class portfolio of customer interaction applications, optimized for customer relationships in several industries. It has suites for customer service, engagement, retention, billing, collections and payment, and vertical-specific applications for healthcare, financial services, airlines, telecom, retail and utilities.

"To be recognized for this distinction from a well-respected firm such as Frost & Sullivan is a testament to our strong performance and customer success," said Kael Kelly, senior director of marketing at Varolii. "Varolii strives to enable large corporations to deliver highly personalized customer and employee interactions across multiple communication channels, to accomplish better outcomes, at lower costs, and in faster timeframes. Our 11 years of expertise and pioneering innovation has resulted in more than 25 rules-driven interaction applications across the customer lifecycle in several industries. Varolii has more than 1000 deployments of these applications using voice, text and email to drive successful interactions with over 75 million U.S. consumers and employees. Now, our next frontier is adding the smartphone as an emerging rich interaction channel to add to the mix."

Varolii continues to innovate in the customer communications and customer engagement space. The Varolii Interact Platform is the first hosted, unified, cross-channel offering that includes contact center management tools and application-centric workflows. The unique personalization capability, Varolii ID, automatically captures and stores the outcomes of each voice, mobile and email interaction and refines the implicit preferences profile of the consumer. Varolii's contact center capabilities include contact transfer options (such as to specific queues), defining automatic number identification/call routing logic, contact pacing and warm transfer messages to agents.

"Varolii has backed up its solutions with methods and investments to ensure reliability and security," said Brendan Read. "It has additional motivation to do so -- in addition to serving PCC customers, it markets its platform for business continuity and incident response."

Varolii's technology infrastructure incorporates a distributed, redundant and self-healing network, is fault-and-disaster tolerant with no single point of failure, and is hosted in multiple Tier III/IV data centers across the United States. The rigorous physical and environmental security controls of these facilities are documented through the providers' annual type II SAS70 audits. Additionally, Varolii provides network and host-based intrusion detection, two-factor authentication, and uses 128-bit encryption for secure sockets layer (SSL) transactions.

Varolii Interact's Customer and Employee Profiles services are Payment Card Industry Data Security Specification (PCI DSS) compliant and have been accredited and certified to U.S. government standards, respectively. The firm has professional services teams that monitor application performance and provide 24/7 support. It tests its backup systems quarterly and achieved a 99.98 percent network uptime over the past 24 months. This high reliability is a prerequisite to corporations who service thousands of U.S. consumers around the clock.

While Varolii primarily sells "direct to customer," it has a growing indirect sales channel with key go-to-market partners including FiServ, Honeywell, IBM, SunGard, Thomson Financial and Verizon.

Overall, Varolii's competitive standing and value proposition make it an attractive choice for enterprises looking to build robust PCC capabilities. Its solutions supply end-clients with higher quality service at lower costs, resulting in improved bottom-line performance. Based on these factors, Frost & Sullivan is proud to present Varolii with the 2011 North American Award for Market Share Leadership in the hosted outbound customer contact market.

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in capturing the highest market share within its industry. The award recognizes the company's leadership position within the industry in terms of revenues or units, as specified.

Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

About Varolii Corporation
Varolii is the leading independent market and technology leader in intelligent, personalized interactive communications. The company's cloud-based communication solutions help organizations easily and effectively reach and interact with large numbers of consumers and employees, reducing operational costs, improving business continuity and enhancing customer service. Varolii blends voice, SMS, mobile and email channels to drive profitable action. At the heart of the platform is Varolii's personalization capabilities, Varolii ID™, which automatically analyzes each recipient's past responses to personalize future communications and achieve higher outcome rates at a lower cost. With the Varolii Interact platform, organizations can execute true 1-to-1 communication on a large scale, achieving better results from fewer interactions. More than 400 companies trust Varolii to send nearly 3 million communications every business day. For more information, visit

About Frost & Sullivan
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