SOURCE: Varolii Inc.

Varolii Inc.

October 11, 2010 09:00 ET

Varolii Earns Multiple Technology Awards for Contact Center Innovation

Varolii Smart Solutions and Interact Platform Features Recognized for Positive Business Impact

SEATTLE, WA--(Marketwire - October 11, 2010) -  Varolii Corporation, the market and technology leader in proactive outbound communications, has been recognized with three prestigious awards from Technology Marketing Corporation (TMC). The company received two IP Contact Center Technology Pioneer Awards for its innovative Queue Management and Agent Connect features. Queue Management helps organizations balance outgoing communications with inbound traffic to ensure that high levels of performance are achieved. Agent Connect provides options for consumers to immediately engage a customer service representative with a single outbound communications platform if that customer needs special attention and cannot self-serve. Varolii also received a Speech Technology Excellence Award for its Smart Solutions offering, a complete product designed to accelerate and simplify how companies deploy automated communications for maximum ROI.

It's never been more difficult in the contact center. In addition to increasing pressure to meet operational metrics and service level agreements, contact center executives have seen their budgets decreased, headcount slashed and technology budgets whittled away. With these diminishing resources, it's becoming more difficult to efficiently provide an optimal experience to keep customers informed and empower them with self-service options. Realizing the importance of these challenges, Varolii developed Queue Management and Agent Connect, two features of the award-winning Varolii Unified Interact Platform.

  • Queue Management helps contact centers maximize agent productivity by synchronizing outbound call volume with contact center capacity. It also lets consumers know their expected hold times, thereby reducing abandon rates. Queue Management is the only technology in the industry to create an optimum blend of agents and automation to manage inbound call volume and balance contact center resources. It also offers the ability to automatically enable or disable transfer options from an outbound communication based on business rules and activity levels within the call center.

  • Agent Connect provides individualized and immediate treatment by connecting agents with high-priority customers who need to be handled right away, such as those who have hung up on a transfer to the contact center, so they can receive individual attention. Organizations can identify available agents at various contact centers, prime them with the customer's historical information and then call the customer back to initiate a personalized conversation. Agent Connect helps contact centers proactively solve potential customer service problems, quickly allocate agent resources and speed up calls.

Varolii also received recognition for its Smart Solutions that were launched earlier this year. Varolii Smart Solutions make it easier and faster for companies to deploy automated communications and provide a complete package of industry-leading technology and best practices gleaned from more than 5.3 billion proactive, personalized voice, SMS and email notifications. Varolii Smart Solutions includes Queue Management, Agent Connect and all the other features of the Varolii Unified Interact Platform, as well as Varolii ID™ -- the award-winning mass personalization capability introduced by Varolii early last year.

"As the evolution of the contact center calls for greater optimization with fewer resources, it's become more important for organizations to adopt technologies to meet both operational and customer-facing goals," said Mary Cook, director of contact center solutions, Varolii Corporation. "Varolii Smart Solutions, Queue Management and Agent Connect are changing the contact center game, and we are honored to be recognized for our groundbreaking technology."

"TMC is proud to distinguish Varolii with these three awards. Varolii Smart Solutions, Queue Management and Agent Connect have been designed with the needs of the contact center market in mind," said Rich Tehrani, CEO of TMC. "They have proven their innovative capabilities and have improved the bottom line for the companies who use them."

About Varolii Corporation
Varolii is the market and technology leader in smart, automated communications. Its on-demand communication solutions help organizations easily and effectively reach and interact with large numbers of customers and employees, reducing operational costs and improving service. Varolii provides the industry's only cross-channel communications technology, which blends voice, SMS and email into a single conversation and provides recipients with multiple options to take action. At the heart of the on-demand platform is Varolii ID™, which automatically analyzes each recipient's past responses to personalize future communications. With Varolii, organizations can execute true 1-to-1 communication on a large scale, achieving better results from fewer notifications. More than 380 companies trust Varolii to send over four million communications every business day. For more information, visit www.varolii.com.

Contact Information

  • For more information:
    Robin Rees
    Varolii Corporation
    206-902-3944 (office)
    206-293-2910 (mobile)
    Email Contact

    Jessica Kendall
    Edelman PR
    206-268-2231 (office)
    210-859-6971 (mobile)
    Email Contact