Predictive dialers are integral to today’s call centers as they improve customer interactions while reducing agent idle time. These solutions not only enhance call center efficiency and help to improve a company’s bottom line, but because these capabilities are delivered via the cloud call centers are able to cut costs on hardware and software.
In a recent development in the call center industry, Varolii Corporation (News - Alert), a provider of Software-as-a-Service (SaaS) customer interaction management, unveiled a new cloud-based predictive dialer solution called the Varolii Interact Cloud Dialer.
The robust dialer enables the company to offer a full breadth of customer interactions to reach consumers in the right way with the right message at the right time. Large business-to-consumer (B2C) corporations can now adjust their customer service strategy in real-time from a unified SaaS (News - Alert) platform for self-service and agent interactions based on changing activities throughout each day.
Additionally, the solution enables large corporations to increase workforce flexibility and agent utilization. The 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.
"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, e-mail, text messages and smartphone applications to reach customers in the most effective way," Shah added.
The Varolii Interact Cloud Dialer solution also easily integrates with Salesforce.com (News - Alert), giving agents and supervisor’s seamless integration with a consistent user interface as well as inbound call center efforts.
Edited by Jamie Epstein