Southwest Airlines Renews Relationship with Varolii


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Extends Contract to Provide Personalized Customer, Pilot, and Employee
Communications via Voice, Text, and E-mail; Carrier able to Meet Regulations
and Reach Passengers in Less than Five Minutes

SEATTLE-July 30, 2013-Southwest Airlines (NYSE: LUV), the world’s leading
low-fare carrier, has renewed its relationship with Varolii Corporation, a
market leader in customer interaction management, to consistently reach
customers, pilots, and employees with critical, time-sensitive information.
This three-year agreement extends a relationship that began in 2007. In the
last year, Varolii delivered more than 35 million communications across
voice, text, and e-mail on behalf of the carrier to consumers and employees.

Southwest Airlines is known for its superior service, maintaining one of the
highest customer satisfaction ratings for airlines according to the American
Customer Satisfaction Index. With more than 1.2 million flights each year,
serving over 100 million customers, the carrier must be able to quickly
inform their customers of flight status updates.

Leveraging the Varolii Interact Platform, Southwest Airlines proactively
communicates with customers in nearly real-time – reaching them with
personalized messages and self-service options – that allow customers to
quickly and easily make changes to their flight itineraries. This effort not
only delivers a high quality customer experience, it deflects stress on the
carrier’s call centers and Customer Service Agents.

“The flexibility, immediateness and scalability that we receive from the
Varolii platform has become a core component of our operational
infrastructure, and enables us to maintain the highest quality of service,”
said Teresa Laraba, Southwest Airlines Senior Vice President of Customers.
“With Varolii Interact, we can reach large numbers of Customers in a
fraction of the time and without any massive spikes in inbound calls. Use of
this platform has translated into higher Customer satisfaction and cost
savings. As we continue to expand on this relationship, we look forward to
building on this success and driving further innovation with Varolii.”

As part of Southwest’s renewal with Varolii, the two companies are making
further enhancements to quickly and easily communicate important information
to key stakeholders. For instance, the U.S. Department of Transportation
(DOT) requires that all airlines notify passengers of any flight status
changes or delays within 30 minutes of the change. Leveraging Varolii’s
Interact Platform, the carrier is not only compliant with DOT regulations
but is able to reach customers with important information in less than five

“This contract renewal is a testament to the success we make possible for
Southwest Airlines across all its critical, time-sensitive communications,”
said Andrea Austin, vice president at Varolii. “As we continue to add new
capabilities to reach the digital consumer, such as smartphone push
notifications and inbound call management, we look forward to exploring how
we can further support and enhance the airline’s reputation for delivering
the best experience possible.”

Varolii also enables Southwest to communicate more effectively with pilots
and employees. The Varolii Interact platform powers Southwest’s Open Time
Alerts solution to efficiently match pilot availability with flight needs.
The solution helps the carrier quickly staff unassigned flights, ensure
on-time flight operations, and reduce costs from a previously manual
process. The OTA solution provides pilots with an opt-in program to deliver
SMS text messages directly to the employee’s mobile device to alert them of
open flights and give real-time opportunities to choose their work schedule.
Southwest uses Varolii to exchange more than 100,000 OTA messages with
pilots each month.

For Internal Employee communications, Southwest uses Varolii to share
critical information seamlessly with employees across the company. Varolii
allows the carrier to communicate new policies, department information, and
operational updates to more than 46,000 employees. For example, Southwest
uses Varolii communications to keep employees informed during any
significant business disruptions where immediate information is critical,
such as an airport closure caused by extreme weather that will disrupt
flight schedules and staffing.

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