Contact Center Solutions Featured Article

Varolii, a provider of proactive outbound communications, has introduced its new unified Varolii Interact Platform, claiming it to be the first on-demand platform to deliver a fully unified and complete communications solution.


The unified and complete communications solution includes intelligent cross-channel communications, predictive analytics and business segmentation rules. In addition, it comes with five new features for both customer and employee notifications, according to company officials.

Officials said that the unified Varolii Interact Platform provides performance gains from agent-free interactions; agent-optimized interactions; and IT efficiency.

A company’s advanced customer “reach” and “remember” features operate in unison, and officials said that this reduces the number of notifications required to make a connection to the customer. Moreover, without involving a contact center agent, customers can respond and take action.

Additionally, Varolii can optimize agent productivity by managing the flow of inbound calls, and also company increases IT efficiency by leveraging the existing investments companies have already made in their CTI backbone.

Officials said that Varolii augments existing IT infrastructure with rich real-time data and system integration, as well as predictive analytics capabilities.

 

The base of this new unified Varolii Interact Platform is Varolii ID (individual decisioning). Officials said that this provides automated segmentation and analysis that enables one-to-one communications.

 

Varolii Interact Platform delivers “ideal” communication for each recipient by using a blend of cross-channel delivery capabilities, call center management tools, and new scenario-based applications.

 

The new Varolii Interact comes with five new capabilities including Varolii True SMS that provides a way to contact hard-to-reach consumers and also features ability to distinguish between land and cell numbers.

 

Additional capabilities include Varolii High-Volume Email that enables organizations to send emails to a large recipient lists without being blocked or “blacklisted” by email servers, while the International Calling capability allows companies to centrally manage communications while reflecting local time zones, holidays, languages and more.

 

With Call Queue Management, companies can balance inbound and outbound volume by factoring in current call center status, agent staffing levels, and inbound hold times, and Varolii Agent Connect enables organizations to put agents in touch with individuals they know are available, but are not interacting due to some reasons.

 

Jeffrey Read, executive vice president at Varolii, said in a release that the new unified Varolii Interact Platform delivers to both IT and business leaders and sets the new standard for dynamic and intelligent outbound notifications.