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Using Cloud-Based Predictive Dialer Technology to Modernize Customer Outreach

TMCnews Featured Article


November 01, 2012

Using Cloud-Based Predictive Dialer Technology to Modernize Customer Outreach

By Rachel Ramsey, TMCnet Web Editor


Predictive dialers are essential tools in any enterprise business' call center operations, doubling and even tripling the speed and capacity at which companies can serve their customers. But as expensive, cumbersome legacy systems approach end-of-life, many companies are looking to the cloud for a more affordable, flexible solution to modernize customer outreach.


Varolii Corporation (News - Alert), a provider of Software as a Service (SaaS) customer interaction management, has released its Varolii Interact Cloud Dialer, an agent-to-consumer interaction solution that uses cloud-based predictive dialer technology to modernize customer outreach.

The Varolii Interact Cloud Dialer frees you from the constraints of physical hardware, uniting your automated self-service interactions with a direct-to-live agent option for a more cohesive customer experience on a single platform from one trusted provider.

"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, in a statement.

"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."



Image via Varolii

Features of the hosted solution include improvements on agent utilization and productivity, support for both centralized and remote agents, best in class integrated reporting and analytics, scaling up or down to accommodate campaigns, seasonality and multiple contact centers and replacement for legacy premises-based systems with a more flexible, affordable cloud alternative.

Because the Varolii Interact Cloud Dialer is hosted in the cloud, there is no expensive equipment to buy or maintain, no hardware to support, and upgrades happen automatically. It is also fully managed by Varolii, so no dedicated IT support is needed. Deployment is fast and easy and not constrained by location, facilities or physical capacity. 

The new solution has all of the benefits of cloud-based technology – scalability, flexibility and automated upgrades. It also easily integrates with Salesforce.com (News - Alert), giving agents and supervisors integration with a consistent user interface, and inbound call center efforts.




Edited by Allison Boccamazzo







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