SOURCE: Varolii

Varolii

October 30, 2012 09:00 ET

New Varolii Interact Cloud Dialer Optimizes Customer Interaction Mix, Increases Workforce Flexibility and Decreases Costs

Varolii Adds Cloud Dialer Technology to Deliver the Broadest Set of Customer Interaction Channels; Delivers Integrated Approach to Automated Communications and Live Agent Support in the Call Center

SEATTLE, WA--(Marketwire - Oct 30, 2012) - Varolii Corporation, a market leader in Software-as-a-Service (SaaS) customer interaction management, today announced its new Varolii Interact Cloud Dialer, an agent-to-consumer interaction solution that uses cloud-based predictive dialer technology to modernize customer outreach. With this new solution, Varolii is expanding its customer self-service Interact platform to offer a full breadth of customer interactions to reach consumers in the right way with the right message at the right time. Now, large business-to-consumer (B2C) corporations are able to adjust their customer service strategy in real-time from a unified SaaS platform for self-service and agent interactions based on changing activities throughout each day.

"In a large B2C call center, there isn't a day or customer that is the same. Sometimes the best channel of interaction is an automated text message reminding a customer about upcoming payment deadlines, while for others, the best channel is a trained expert on the phone to answer questions about their overdue payment," said Sunil Shah, vice president of engineering at Varolii. "By adding a cloud-based dialer to our platform, we can offer companies a seamless, elastic solution that utilizes both live agents and automated communications with self-service options across voice, email, text messages and smartphone applications to reach customers in the most effective way."

With seamless integration of Varolii's cloud predictive dialer, a large corporation with multiple call centers can increase workforce flexibility and agent utilization while decreasing costs. Leveraging Varolii Interact Analytics Services, companies can also make better decisions faster with an integrated view of how interaction strategies are impacting customer service hour by hour. Varolii Interact Cloud Dialer integrates with Varolii's proven customer interaction management solutions to provide multi-channel, smartphone and self-service options that can be blended with agent-to-customer solutions.

For instance, Varolii has worked with more than 150 financial services companies to support collections, customer service and contact center strategies. In the pursuit of collections for consumer finance, mortgages and credit cards, it can be a difficult and time consuming task to contact individuals who are in a later stage of delinquency. To reach these consumers, many companies rely on disparate communications methods focused on the debt being collected or amount of days overdue, rather than an integrated and personalized approach for each consumer. With Varolii's breadth of cross-channel communications options, including live agents with Varolii Interact Cloud Dialer, companies can reach consumers with a more cohesive and dynamic experience in a cost-effective way. This allows companies to focus their live agents on the highest priority collections communications and augment with self-service options to other consumers.

In addition, unlike older, outdated on-premise dialer technologies that are inflexible, require heavy capital expenses, can't easily scale in capacity, and can't easily leverage multi-site centers and remote agents, Varolii Interact Cloud Dialer has all the benefits of cloud-based technology -- scalability, flexibility, and automated upgrades. With this solution, companies can deliver high-quality personal outreach to more customers and tune campaigns in real-time to support the changing dynamics in a daily call center. The new Varolii Interact Cloud Dialer solution also easily integrates with Salesforce.com, giving agents and supervisors integration with a consistent user interface, and inbound call center efforts. For more details on the Varolii Interact Cloud Dialer, please visit http://www.varolii.com/howitworks/inbound-meets-outbound.aspx#dialer.

About Varolii Corporation
Varolii is a leading provider of customer interaction management applications. Our cloud-based communication service helps organizations more effectively interact with large numbers of customers and employees through voice, text messages, smartphone applications and email, reducing cost of operations and improving service. The company's award-winning Interact platform enables companies to deliver personalized communication on a large scale, achieving better results from fewer interactions. More than 450 companies trust Varolii to manage more than four million interactions every business day. For more information, visit www.varolii.com.

Contact Information

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