Volie 15: Pulse Updates and Vin 2.0

Hello, everyone.

Welcome. For today's session of the volley 15, we have three great updates for you today. Sadie's unavailable, so we brought on Peter Sperry. Peter's our cto, so who better than him to talk about the things that are going to be coming out soon? So, Peter, let's go through these one at a time. You have some exciting new updates with Pulse that you wanted to share, right?

Absolutely. So I'm going to share my screen here and we can show you what we've been working on. And based on all of your feedback on Pulse in the initial rollout, we've been live for a week now, officially in our last round of Beta, or our public beta. We've been in beta since our private beta since January, around nada. We launched this to a few select customers. And after running it for now five months, we've come up with some improvements on the way that we're scoring calls. The way that the AI is understanding what happens on calls has been greatly changed and improved. And so what you're looking at now, if all of you that have Pulse enabled can go in and you can see the new Pulse waiting. So prior to today, you've seen things like the different flags and all of the ways that maybe the call cannot go as planned, and it had to effectively go perfectly in order for Pulse to grade it successfully. Based on your feedback, we made some tweaks to the model that underlies Pulse and that powers all of the evaluations and outcomes. And now Pulse is grading calls on more of a binary perspective. They're either gradually good calls or they're not good calls. And although you can still see all of the details of the individual outcomes and assessment items, all of the assessment items, we've built an AI model to weight them and grade them based on the highest value items on a call. And so now when you look down your screen, when you log into Pulse, you won't see the sea of red, you'll see mostly green calls. And that is because we've adjusted the way and the weighting that the AI is evaluating these calls. So it should be a much easier way for you to see what calls are truly something that you need to look into on a manual basis. And also then to make sure that things are going as planned. The second thing that we've rolled out with Pulse, sneak this down just a little bit. All of you have in your accounts a new data export available as of this last Monday. And the data export is a coaching export for your agents, and it takes all of The Pulse assessments for whatever date range that you choose, I have mine set up to automatically send me to create this export every single week and show me the last week's calls, agent by agent, and how they did. And I will pull that up here. And basically what it's going to give you is going to give you the agent name down the left hand side of the screen, the date range, and then some information on how Pulse assessed those calls throughout that time period. So it's going to show you the total number of calls, their duration, whether or not the they were a canceled appointment, a confirmed appointment, a reschedule, and all of the assessment items and the outcomes and how they did as an aggregate or as a percentage of their total calls that were evaluated. So really easy way for you to set up your coaching calls, your one on one calls or one on ones with your agents to go down the list and you can help each agent on the things that they're missing and make your agents better. So those are the two big Pulse announcements for the week, the updated grading and the agent report card. I guess there's kind of a third one that I'll show you and that is instead of granularly choosing which assessment items that you are concerned about getting alerted on after each and every assessment, really what you're going to do is just say I want to receive a email on only flagged communications or I want to receive an email for every single communication that Pulse evaluates.

Awesome. So Peter, when are these Pulse updates going to be live for everyone?

They are live right now. We rolled them out on Monday and you should be able to all go in and see them. If you are not signed up for Pulse, then you can talk to your account manager and get signed up. We are still running our free trial until the 1st of July, so you can get in and understand how this will affect your BDC and how you can use this to help your agents make better phone calls, make your customers happier, etc.

Awesome. Well, let's move along here. The next thing that you wanted to talk about is something to do with how we work with VIN solutions. So, Peter, you want to talk about the new VIN integration?

Absolutely. We are incredibly excited about this one. I have actually today is the first day this week that I've been home. I've been at one of our pilot dealers for our new VIN 2.0 launch and things have been going really well. We found some things that we need to work on, but by and large we are achieving our goal with this new integration. This new integration is much more reliable and gives us much more control over what goes into VIN and how it looks once it gets into vin. So the things that we will include as part of every single communication that goes out of Volley and that gets dispositioned from an agent, if it's an SMS or an email, when a call happens, whether it's an inbound call or an outbound call, we push the record into vin just the same way that you would do in VIN if you were manually executing their Click to Call functionality. It pushes in as either an outbound call or an inbound call. The notes go in from Volley along with a link to the transcription and the details of that communication. And then we also set the VIN contacted flag, the not contacted flag, or the voicemail flag within the vin call tool. SMS's and emails also go in as part of this integration. They go into the general notes that are part of each individual lead. And if you look at VIN and I apologize for not having any screenshots, we have this live at one of our customers and I just didn't have time to redact the customer's information off of the screenshots. I will have those out to our CS department by the end of the week, this week in a document. That way everybody knows exactly what they're to expect. But on an email and an sms, once the agent dispositions either of those two communication types, they get pushed in as a note on the lead. And there's also a link to those communications in the customer profile and they can see what was said in those communications as a part of the registry within vin. And then the fourth one is appointments. So we are now able to push appointments into VIN and you will see those on the appointment registry so that your salespeople, sales managers or your BDC agents can see those in the appointment login vin. That way they know who's coming in the next day, week, month, et cetera for appointments. And that is also live. So for those of you who are signed up for sales BDCs, you can talk to your CS rep about getting the VIN integration live. There's some new functionality that we have already rolled out and we are continuing to improve that integration in the days, weeks and months to come. Our goal is to make it so that your BDC reps never have to log into VIN in order to update the communications and update the leads as they as your salespeople, sales managers and BDC reps are working on them.

Awesome. And thirdly here today, Peter, last time when we did the volley. 15. Sadie and I spoke a little bit about this new Fed DNC list, the EBR settings that you can have, and you wanted to today add a little more context around the federal DNC default setting that we are adding. So what's going on there?

Well, one of the things that Volley really strives to do is help you as our customers, manage your compliance, make legal phone calls, SMSs and emails. And one of the things that we've added into Volley is, and we've had this for a very long time, but you can, with the FTC as a communicator, you are offered to, and you are required to sign up for a san, which is a subscriber access number with the ftc. With that, you get five free area codes for calling. And now we've built the functionality within Volley to register your SAN number. And as part of each and every communication, we are automatically taking the customers that are outside of their EBR and that are on the federal dnc. We are taking those customers out of the campaigns. They will not be texted called, etc. There is the ability within the campaign to override these settings and we've also built an acknowledgment functionality within that so that when, if you are to make changes to the DNC settings, you'll be required to acknowledge that you did it. You type in your first name and last name and we then timestamp that so that we know who acknowledged those changes to those settings. And it's all in the name of us trying to create a safer environment for you to communicate with your customers and also to create a safer environment for your customers. In admin, you can see all of your acknowledgments for the federal dnc. So if you've gone in and made changes to those, you can see who did it, when they did it, and what they changed. And again, this is just all in the name of helping you provide a much safer environment for your stores, for your customers, et cetera.

Awesome. And did you say, when is this one going to be live for, folks? When are we making this change?

This one is already live. If you have questions, you can talk to your CS rep. We are having a grace period for these sometime. We haven't announced it yet, but stay tuned for that sometime. Within the next six months we will be enforcing this. And so you'll be in communication with your CS rep. They will reach out to you to make sure that you've got all of your acknowledgments set on your campaigns if you wish to override the default setting. And the overriding. Usually the most common reason will be for things like appointment reminders or recalls. All of those don't fall within within the guidelines of the federal dnc. If someone's on the DNC and has a service appointment with you tomorrow, you can still call them and you would need to go in on those appointment reminder campaigns and override the DNC settings for that campaign. But your CS rep will be reaching out to you. This is live right now. You can see it and use it. But if you have any questions, please reach out to your CS rep and they can help you get this set up.

Awesome. We did only take 12 minutes, so we have time for one question here that's come in relating to the VIN integration. Do the appointments tie to the customer in VIN and do they show the agent from Volley as the appointment setter?

Yes, they do. Yep. The, the, the appointment goes in, it looks just like the user that has logged into VIN has entered it. And we've got a way that your CS reps will walk you through tying those two together. So our new integration requires that every single Volley user that is going to be using the VIN integration have a login to VIN and when those calls and appointments, et cetera, they were logged into VIN and entering it on their own.

Awesome. Well, thanks so much Peter, and thank you everyone for joining us today for this session of the volley 15. We hope you're excited about these updates and feel free to reach out if you have any questions. Thank you and have a fantastic day.

Have a great day, folks. Thank you.