People often ask me why I left a swashbuckling life of consulting around the globe to come lead Varolii’s Call Center Practice. Varolii is a Software as a Service (SaaS) company that provides cross-channel customer interaction management solutions for the digital world. A far cry from building call centers.
When I joined Varolii almost three years ago, we specialized in outbound proactive communications– automated messaging, if you will. I had never used automation before, so Varolii intrigued me. But what made me fall in love with Varolii was the quality of our interactions. Through using carefully crafted messages, combined with ten years of best practices and using communication methodologies such as the science of influence, Varolii was really holding “conversations” with their customers. We weren’t just blasting messages; rather, we executed interactive dialogue with customers. To add to this, Varolii possesses an interaction design department that employs professional studio voice talent. So Varolii’s outbound communications sound amazing, as well. Not to mention, the patented technology that is behind all of this automation wizardry is a blog on its own...
Why I fell for Varolii
So, here is the kicker. I fell in love with Varolii because, to me, we offer an amazing product that, although is an automated interaction solution, focuses on what is most important – the humanity of it all.
The most important element in the call center is our agents. Human agents. And although Varolii specializes in automation, we focus on quality automation. To me, our outbound interactions are like having a bunch of perfect call center agents – always on time, always in the top quality ranking, easily re-trained, and measureable. Furthermore, when companies use our outbound interaction solutions, not only do they get these perfect “avatar agents,” but they actually reduce resource requirements for their own human counterparts in the call center – which leads management to either free up some operating expenses or reallocate resources for other queues.
How we kept it fresh
Most recently, we launched a new product called Varolii 360, a product I am personally very passionate about. Varolii 360 offers a seamless end-to-end experience across both outbound and inbound channels (voice, text, email and smartphone) with personalized interactions, consistent branding, self-service options and complete reporting and analytics.
Varolii 360 combines automation with human-assisted speech recognition for a more efficient interaction. Silent human “guides” direct the automation in real-time, correcting misheard responses or redirecting the ASR. Guided speech is more affordable than full time agents, provides more efficient self-service options, and reduces customer frustration and opt-outs.
Through our conversational customer interaction management system, we deploy a unique hybrid model combining the best of two worlds: automated and human. Our Guided Inbound feature combines automated speech recognition with real-time, invisible human intervention for superior accuracy and caller experience. And we bring all of the same interaction design and media talent to the table on our inbound solutions as well.
Varolii realizes that automation is an important call center technology that can make a difference in contact centers. But what they REALLY understand is that automation must provide the most meaningful, human-like interaction as possible. They understand that, in order for automation to work, they need to focus on the conversations themselves and the quality of those conversations. Albert Einstein once said, “It has become appallingly obvious that our technology has exceeded our humanity.” I think Varolii got it right – we made sure humanity is imbedded within our technologies.