Ryla Inc. Using Varolii To Automate Contact Center Workforce Communications


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Varolii Corporation, the market and technology leader in proactive outbound communications, today announced Ryla Inc., is deploying Varolii Contact Center Agent, the first automated communications application specifically designed for workforce management communications within contact center and customer service environments.

As one of the nation’s top providers of outsourced contact center and customer contact solutions, Ryla is reliant on how well it can staff contact centers at a moment’s notice, monitor agent performance and availability in real time, and effectively adhere to service level agreements. Using Varolii Contact Center Agent for automated workforce communications over voice, email and SMS text messaging channels, Ryla can interact with more than 2,000 contact center representatives in mere minutes, replacing the costly manual process of managing hundreds of daily schedule changes, avoiding service level disruptions and sending other urgent communications.

Launched earlier this year, Varolii Contact Center Agent is a proactive outbound communications application for agents and other employees in contact center and customer service environments. It integrates with existing workforce management systems and helps supervisors and agents overcome staff management challenges by using real-time information to make business decisions faster.

The way a company manages its contact center agents in unison with its customer communication strategy can mean the difference between success and low customer satisfaction. For providers of outsourced contact center solutions, the stakes are even higher.

“For Ryla, the challenge of effective agent communications is multiplied several times over. It’s not just an internal operational issue; it’s the difference between losing a valuable client and ensuring a consistently high client retention rate,” said Ryla’s CEO, Mark Wilson. “Varolii Contact Center Agent is helping us to streamline how we manage our contact center resources. We can respond to changes in our centers in real time and ultimately provide the best possible experience for our contact center clients and their customers.”

Contact Center Agent Delivers Full Spectrum of Workforce Management Communications
Varolii Contact Center goes beyond traditional workforce communications systems like manual phone calls, email communications and web-based remote access. It provides the full spectrum of communication channels (email, voice, SMS, pagers, etc.) to help companies solve issues unique to the contact center environment, including:

• Adjusting schedules in real time – Contact center supervisors who deal with daily volume fluctuations can use Varolii Contact Center Agent to assess agents’ overtime availability, manage shift trades, and save money by reducing shifts when volumes unexpectedly drop.

• Avoiding service level disruptions across multiple sites – When contact volumes spike or a contact center experiences a disruption, Varolii Contact Center Agent enables supervisors to monitor performance and immediately respond before it becomes a full-blown service level issue.

• Pre-empting potential shift change issues – Varolii Contact Center Agent provides real-time visibility into agents’ arrival times. If agents are running late, supervisors can make immediate adjustments and avoid service level disruptions.

• Monitoring agent training requirements – Contact center supervisors can use Varolii Contact Center Agent to not only notify agents of required training sessions, but also monitor their attendance, testing and certification statuses.

• Protecting staff and property during unplanned events – Varolii Contact Center Agent can deliver immediate and ongoing two-way communication about critical facility and workplace issues, such as weather-related closures, power outages, technology failures, and workplace violence.

• Sharing company news cost-effectively – Instead of pulling agents away from workstations for meetings or using static break-room bulletin boards, Varolii Contact Center Agent enables companies to update agents with important company or team news, and share morale-building achievements.

“Contact centers are always dynamic environments, and sometimes they’re incredibly unpredictable. The inability to gauge agent availability, disseminate critical information, or assemble agent resources on the fly can cause significant disruptions and excessive costs,” said Mary Bartels, director of Contact Center Solutions for Varolii Corporation. “Varolii Contact Center Agent helps companies solve the problem of effective communications with the most important and expensive resource for a contact center—its agents.”

For more information about Contact Center Agent, please visit http://www.varolii.com/Products/Employee_Communications/ContactCenterAgent.aspx.

About Varolii Corporation
Varolii is the market and technology leader in proactive outbound communications. Its on-demand automated communication applications help organizations more effectively reach and interact with large numbers of customers and employees, reducing cost of operations and improving service. The company’s flagship capability—Varolii ID™—enables companies to avoid communication fatigue among recipients and execute true 1-to-1 communication on a large scale, achieving better results from fewer notifications. More than 380 companies trust Varolii to send roughly four million communications every business day. For more information, visit www.varolii.com.

About Ryla, Inc.
Ryla, Inc. is a leading domestic provider of value-added customer contact services for Fortune 500 companies, government agencies and nonprofit organizations requiring Excellent Interactions Every TimeSM. Domestically focused, Ryla delivers a range of customized customer contact services, including inbound customer care, tech support, help desk, outbound data collection, surveys, automated messaging, retention programs and back office process support. Headquartered in Kennesaw, GA, Ryla is ranked one of the fastest growing private companies in the nation by Inc. magazine and nationally recognized as a top workplace. Through its “Small yet big” approach, Ryla offers the flexibility of a small company with the capabilities of a large company.

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