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Cable Technology Feature Article

October 28, 2010

Time Warner Cable Signs Companywide Master Services Agreement

By Nathesh, TMCnet Contributor

Varolii Corporation, a dealer in smart, automated communications, announced that Time Warner (News - Alert) Cable signed a companywide master services agreement with it after noticing a regional collections increase and measurable improvements in equipment recovery operations.

Varolii is already helping Time Warner Cable to make its equipment recovery operations more efficient by recovering expensive in-home equipment that former customers occasionally neglect to return. Varolii solutions also send Time Warner’s automated communications that offer past customers a choice to either notify service technicians to pickup equipment or receive shipping materials to send them back.

Varolii claimed that it’s Fast Solutions for Customer Service and Collections are for companies with critical, near-term deadlines to obtain significant communication results. Companies can use them to meet a critical date for deployment of new automated voice applications, such as replacing a predictive dialer reaching its end-of-life, or supporting urgent notification campaigns, such as a direct mail follow-up program.

Varolii added that its solutions are built using dozens of best practices gleaned from sending more than 5.3 billion communications over the last 10 years. Its team of in-house industry experts applies the most effective strategies to every message using smart analysis of customer response data and customer preferences.

Time Warner Cable's Los Angeles and Carolina regions were using predictive dialers and contact center agents to reach customers who had missed their payments but they were costly and inefficient. By deploying Varolii solutions, Time Warner Cable was able to attain: faster customer payments, better customer outreach and more revenue collection.

"We have grown to view Varolii as a strategic partner," acknowledged Mark Boehler, director of Digital Phone (News - Alert) Security and Fraud Management at Time Warner Cable, in a press release. "The outstanding success we've seen in Los Angeles is just one example of how we can reduce costs and collect more in an economy that is slowly but surely picking up steam."

Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.

Edited by Jaclyn Allard