Outbound Call Center Featured Article

Varolii Unveils Next-Generation Predictive Analytics

By Eve Sullivan, TMCnet Editor

The Varolii Corporation (News - Alert) is announcing Predictive Analytics, an offering created to help organizations better understand, analyze and strategically target more effective contact with their customers.

 

Combining client data with the behavioral insight gleaned from billions of individual interactions, Predictive Analytics helps companies identify who to contact, when to contact them, through what channel, using which treatment and how many times in order to generate the greatest response.

 

“In a slowing market, many companies are re-examining their customer contact strategies to see where efficiencies can be gained or better service delivered,” said Nicholas Tiliacos, CEO of Varolii. “Whether they consider in-shoring to improve customer perception or look to automation to reduce costs, the most important thing is to make data-driven decisions. Varolii Predictive Analytics offers companies a fairly simple, cost-effective methodology to test models, analyze results and implement the strategies that have been proven to work best.” 

 

Predictive Analytics combines a company’s customer data with data collected from billions of interactions to analyze and then optimize customer conversations. The data is a record of customer interaction and response on an individual level. The application is designed to gain intelligence from these conversations and progressively “learn” to predict customer behavior.

 

Using the data collected, Predictive Analytics groups customers into like segments, identifies approaches that can deliver the greatest response and then matches each segment to its optimum approach. 

 

At the highest level, Predictive Analytics can help companies analyze contact strategy options, such as automated communications, an in-house call center or outsourced agents, and select which will work best to solve their specific needs.

 

At a more tactical level, it can help decide such things as an appropriate collection strategy based on Varolii and customer history, including probability to pay, days delinquent, etc. for improved results. 

 

Predictive Analytics measures, then recommends the best messaging to deliver, such as a female voice with a reminder, a male stern message with penalty warnings, or both in a series. It also recommends the correct calling intensity to use and appropriate self-service or agent-interaction options to offer for maximum customer interaction.

 

Predictive Analytics was developed in-house and specifically designed to integrate with an on-demand automated communications platform. It takes advantage of other Varolii technology innovations and best practices – including message mastering and application tuning – to deliver greater results than typical automated notification providers at a fraction of the cost of a traditional call center.

 

Predictive Analytics is immediately available to organizations seeking to learn which contact center strategy will achieve their desired balance of cost, effort and results. For more information, visit www.varolii.com.

 

Varolii unveiled Predictive Analytics at Interaction ’08, the company’s inaugural customer conference, which was May 12-14 at the W Hotel in Chicago.

 

More than 100 representatives from Varolii’s customer base gathered to share best practices and discuss how automated communications technology help them develop stronger relationships, combat current economic pressures and effectively address unplanned events. Many of the sessions were led by customers, presenting real-world case studies and innovative ideas that can be turned into concrete action.

 

Varolii Corporation provides the on-demand software and services that help organizations create intelligent, automated conversations with their customers and employees over whichever combination of communication channels will generate the best response.  Each message is carefully designed and continually optimized to improve service, increase revenue or manage unplanned events, such as flight cancellation notices, fraud detection alerts, outage notifications, customer surveys, medication adherence notifications, payment reminders, and emergency alerts. 

 

More than 350 organizations, including many large U.S. banks, airlines, wireless carriers, utilities, and pharmacy benefit management companies trust Varolii to send more than 3.5 million messages every business day. Varolii is headquartered in Seattle with offices in the Boston and Denver areas.

 

Eve Sullivan is a contributing editor for TMCnet. To read more of Eve’s articles, please visit her columnist page.