SEATTLE, WA--(Marketwired - May 29, 2013) - In 2012, there were nearly four million consumer complaints around unwanted or fraudulent phone calls according to the Federal Trade Commission's (FTC) Do Not Call Registry Data . As complaints continue to rise, federal and state regulations governing calling and texting consumers have become increasingly complex. This has caused many companies to stop leveraging cost-effective, automated communications to avoid expensive fines and potential lawsuits. This is not the answer.
Varolii Corporation , a market leader in customer interaction management, works with companies to deliver personalized communications that their customers want and expect to receive, via the channel -- automated voice, text, email, smart phone app or live call center agent -- that works best for them. Varolii enables businesses to communicate on critical topics and deliver a high quality customer experience, while complying with the varying requirements established by organizations such as the FTC, Federal Communications Commission (FCC), Consumer Financial Protection Bureau (CFPB) and state legislation. Varolii also provides companies with detailed reporting and analytics to track customer interactions in order to document and ensure compliance.
In accordance with unique state regulations and based on the individual's preferences and permissions, Varolii works with one of the nation's top banking institutions to proactively deliver customer service messages across multiple communication channels. With an application built on the Varolii Interact Platform , this leading institution is able to leverage pre-defined rules to quickly identify where a consumer is located and automatically adjust outreach strategies based on that location's specific regulations, ensuring that every consumer interaction meets state rules around time of day, frequency and type of call. In the past 12 months, Varolii and this Fortune 100 company have reached and documented interactions with more than 600,000 account holders.
"Companies are becoming increasingly fearful of getting sued or fined for missing one of the numerous regulations in their communications strategy," said Brian Moore, financial services industry practice director at Varolii. "Rather than simply not communicating with customers, Varolii takes the guesswork out of compliance so companies can provide vital information in the appropriate way, in a timely manner."
Despite rising consumer complaints for unwanted calls, industry data shows that many do want proactive communications with helpful information from the businesses they interact with. In the banking industry, recent consumer research from Varolii shows consumers want their banks to proactively reach them in certain instances. In fact, nearly 2 in 3 (64 percent) consumers believe it's their bank's responsibility to immediately alert them when they have a low balance or insufficient funds to pay a bill.
"For every one person who complains, there are many more who find proactive information from their banks and lenders invaluable to helping them better manage their finances. They welcome everything from late payment reminders to credit fraud alerts and appreciate proactive updates through each step of the home loan application process," said Moore. "Varolii's compliance capabilities ensure financial services organizations are able to reach consumers and meet all calling regulations."
Varolii's customer interaction compliance capabilities are leveraged by major organizations across the financial services, healthcare, utilities, telecommunications, airlines and retail industries. Specific capabilities include:
- Pre-defined application business rules to recognize and filter for key compliance triggers such as geography, type of communication and communicating on mobile phones versus landlines.
- Automated controls to adjust the communications approach for each individual message such as time of day to contact, frequency of calls, content of message and when to leave a voicemail.
- Varolii ID - a rules-based personalization engine that automatically captures outcomes of each interaction and refines future communications based on observed consumer preferences.
- Detailed analytics, reporting and dashboards through Varolii Performance Insight, which provides interaction monitoring, powerful real-time analytics, and flexible reporting to develop and refine contact strategies. With Varolii Performance Insight, companies have access to detailed compliance reporting and key metrics tracking to ensure optimal performance.
- Deep, flexible integration into back office systems and call centers for a better view of customer data and historical records, such as consumer consent for text messages or automated calls.
- Comprehensive five-layer security that provides superior data management around handling sensitive client and consumer information. Varolii is the only customer interaction management provider in the U.S. that has achieved ISO 27001 and Level 1 PCC DDS certification.
- Access to expertise and insights from Varolii's professional services consultants to design, implement and deploy customized solutions that meet both consumer demands for the right message at the right time and mandated compliance regulations.
About Varolii Corporation Varolii is a leading provider of customer interaction management applications. Our cloud-based communication service helps organizations more effectively interact with large numbers of customers and employees through voice, text messages, smartphone applications and email, reducing cost of operations and improving service. The company's award-winning Interact platform enables companies to deliver personalized communication on a large scale, achieving better results from fewer interactions . More than 450 companies trust Varolii to manage more than four million interactions every business day. For more information, visit www.varolii.com .
For more information: Jessica Kendall Edelman PR 206-268-2231 (office) 210-859-6971 (mobile) Email Contact
