Intelligence is key to effectively managing customer interactions. The more you know about your customers and how your solutions: both automated and live agent handle them, and the more tools that you have to interact with and to plan and manage these contacts and agents the more productive your organization will become.

 

Varolii has enabled this knowledge and management by adding intelligence along with increased functionality to automated outbound communications: voice, e-mail, and SMS/text messaging with its new re-architected hosted Unified Varolii Interact Platform. It has also deployed intelligent tools on the platform to improve the performance from inbound live agent calls.

 

Here is an outline of the new platform’s capabilities:

 

 

“In this economy, companies are demanding performance gains and cost reductions, while still meeting ever-increasing consumer and employee expectations,” said Jeffrey Read, executive vice president at Varolii.  “The new unified Varolii Interact Platform delivers to both IT and business leaders and sets the new standard for dynamic, intelligent outbound notifications.”

 

At the heart of the Unified Varolii Interact Platform is Varolii Individual Decisioning™ (or Varolii ID™) automated segmentation and analysis engine that enables completely customized 1-to-1 communications. While Varolii ID recommends the ideal communication for each recipient, the new Interact platform is what actually delivers it, using an optimum blend of cross-channel delivery capabilities, call center management tools and new scenario-based applications.

 

Here are the key features of Varolii ID:

 

 

Varolii ID identifies recipients as individuals across all records and company departments, eliminating conflicting messages and gathering a more complete view of how each individual responds. One person may have numerous records or interaction with multiple company departments, which makes traditional transaction-based identification incomplete

 

 

Varolii ID measures results for each consumer, enabling a custom message that works best for each. While most outbound communications solutions can track message results they do so only as group, yet a group strategy won’t always work for every single individual within it

 

 

Varolii ID collects and tracks individual results for the entire customer relationship: across multiple accounts, lines of business and types of interactions

 

 

Based on each individual’s cumulative preferences and responses, Varolii ID identifies recurring patterns and recommending communication strategies specific to each individual. For example, if someone consistently chooses the Spanish language option when receiving a call, Varolii ID will recommend leading with Spanish as the primary language on future calls to this person. At the same time it will continue to lead with English for others receiving the same call.

 

Varolii ID features advanced security measures to protect consumer privacy and enterprise data, It includes 15 pre-defined ‘Individual Decisions’ applications so companies don’t have to spend time or money building their own. Yet for those clients with unique requirements, Varolii ID is flexible and can be configured to address them.

 

 

“Varolii ID changes the game for outbound communications,” says Read. “For the first time, organizations can see a complete picture of how each individual responds and prefers to communicate, and can actually leverage that intelligence to get a better result.  Even if a company has never segmented their outbound communications before, now they can do so easily and quickly with Varolii ID.”

 

 

If the Unified Varolii Interact Platform provides the tools and Varolii ID supplies the intelligence, there is new set of products that deltas the Varolii offering by enabling organizations to communicate faster and with better results. This set does this by allowing adjustments to communication strategies according to specific situations or audiences. It supplies customizable scenarios that make such plan creation easier, quicker, and more effective.

 

 

 

If you are with, say, a cable company you might target Gen Y with a voice- and text-based message using a younger persona, more slang and an automatic payment reminder option as this segment typically has a lower credit score. For ‘Boomers’ the same communication can be delivered using a voice and e-mail-centric message with an age-appropriate persona, more formal speech, slower cadence and a bill explanation option

 

 

For example, if you have a contact center that has received a hurricane warning you could with this tool send literally hundreds of messages simultaneously, instructing agents in the affected area to stay home, while asking agents in another region to report for work to handle the overflow

 

By combining various channels and other capabilities of the new Unified Varolii Interact Platform and executing on the individual treatment recommendations from Varolii ID, these products deliver the optimum communication strategy for each specific business situation. They also eliminate burdensome IT evaluation and integration challenges, which helps achieve the greatest returns on outbound communications, regardless of circumstance.

 

“It’s getting harder for companies to ensure their communications are heard by increasingly demanding customers and employees,” says Read.  “Varolii’s three new advanced reach products will give our customers a competitive advantage, allowing them to collect more money, deliver higher customer satisfaction, manage patients more effectively and ensure clear communications to employees.”