Volie Session: Pulse Launch, Platform Additions, and Reynold's Integration

And we should be good there. Well, thanks for everyone joining us today for the Volley session. We're going to be talking about many things. The big highlight is, of course, going to be Peter talking about Pulse and what that's going to look like and the rollout schedule. And then Liza has a few other things that she's going to review, other things that have come out recently. So, Peter, why don't we just jump right in and get started?

Surely. Well, welcome, everybody. We're very excited to bring you Pulse. It's been, for some of you, a long time coming, and we certainly realize that we've been talking about this for a while, but this is an incredibly complicated product, and we wanted to make sure that instead of doing it fast, we did it very, very right. And we're excited about what we have for you today. We're committed to making it better. We've got some exciting news about the people on the call that have signed up for it as part of their agreement, as well as a free trial that we will be offering for any customers that wish to move forward with it. At the end, when we get to the end of it, it will walk through. And I guess without any further ado, I'm going to be walking you through Pulse, which is a conversational intelligence platform that helps you in your BDC and in your dealership, ensure that the people that are taking phone calls are saying all the right things on the phone, that they are following your policies and procedures, that they're taking care of your customers. And it automatically and with 100% certainty, evaluates everything, every call in and out, both inbound and outbound of the dealership, and allows you to stay on top of all of your communications. And we're very excited to bring it to you today. So without further ado, I will share my screen and we will get going.

And as he's pulling it up, keep in mind that, like normal, feel free to put any questions that you have down in the Q and A here on the zoom, and we'll get to those when we can, if they, you know, if they fit in, and if not, then we'll get to them all at the end. So. Okay, Peter, we've got your screen.

Okay, let's get this closed down here. So, first and foremost, Pulse is happening after every phone call, whether it's an inbound phone call or an outbound phone call. When the call comes into volley, we begin listening to the phone call. It gets recorded. And then after the consummation of the call, the final Disposition. That call gets sent to our transcription and evaluation engine, which is a custom AI engine that we've built specifically for BDCs and automotive to ensure that best practices are being followed on every single phone call. So up on my screen, I've got an example Pulse evaluation that was done after one of the phone calls today for one of our stores. The information on it has been redacted to protect the innocent. But in general, we'll walk through what the AI is listening for. And again, we show you this. On every single phone call, you'll have an inbox where you can review the assessed calls, you can filter by agent, you can go in and understand exactly how each of your individual agents are doing. So the first thing that Pulse is listening for on every phone call is it's going to generate a summary. That summary is going to tell you as the manager what happened on this phone call. Whether it was a call about an oil change, a status check, whether it was about a recent Internet lead, it doesn't matter. And this Pulse will listen and it will generate a summary. So in this case, the customer called in regarding their 2025 Cadillac Lear, which needed maintenance. They discussed scheduling the service appointment for retire, rotation and maintenance, and chose Tuesday morning at 9am the customer's contact information and mentioned an open recall on the vehicle, which will be assessed or addressed during the appointment. So that summary will be available to you on every call, and it gives you a quick glance about what happened on this phone call. The second thing that Pulse does is it looks for any promises that your agent made. So these are things that the agent is telling the customer that they're going to do or that are going to happen. And it could be on the phone call or it could be outside of the phone call, but we're listening for things that your agent is committing either you or themselves to after the phone call occurred. So in this case, Peter, can you.

Sorry to cut you off. Can you make that screenshot a little bigger and have it fill the whole screen? Got a comment that it was a little small there? Okay, perfect. Thank you.

So in this case, the agent promised to send an appointment confirmation and promised that the recall would be addressed while they were at the dealership. One of the most important things that we do on each and every phone call is Pulse listens for the sentiment. What we're looking for here is was the customer happy? Were they positive? Were they generally interested in continuing the conversation? Or was was this just a miserable experience for your customer? So we listened for things that were said specific phrases, et cetera. And we judged in this case that, that the call had a very positive outcome. The second thing, and some of these are major, some of these are minor things, did the agent attempt to address all of the customer's inquiries? So we're looking for the agent to understand why the customer was calling or why they were calling the customer, and to address all of the customer's questions. And we want to make sure that in each and every case, in order to achieve the outcome that the agent is looking for, which is probably an appointment, that the customer's needs were being addressed. I'm going to flip to another screenshot here, and I will increase the size related to that. Did the agent identify the reason for the communication with the customer? And this is probably specifically a lot the case in outbounds. But in general, did they tell the customer the reason? Did they identify the vehicle? Was there a vehicle discussed? Next, did they identify the dealership as part of the call? Thirdly, did they confirm the customer's name? And then did they introduce themselves personally when they took the phone call? Were they able to successfully schedule an appointment? So we're telling, we're asking the AI to understand, did an appointment occur on this phone call or not? Did they confirm the customer's communication preferences? So we're looking for things like, would this email address be the right email address to communicate with you, or would this phone number be the right email address? Did they confirm their contact information? And then another big scoring element for us is were they professional throughout the entire conversation? These are just a few of the things that we're looking for. And you'll notice on all of these there's a rating system. This helps us improve the model for grading future calls. So if, as you're reviewing these calls, you can either thumbs up or thumbs down what was happening in that particular evaluation. And it helps us train the model for any future communications. And ultimately, what this results in is you getting scoring on every single phone call and helping your agents do a better job on the phone. So next we'll go to one of the reports that will be included as an export in this first release of Pulse. So based on all of the calls that an agent took over the last week, how are they doing overall? So we give you the total call count, the call duration, and then their score on each of the individual grading elements. So you right away, for the last week, you now have your coaching report that you can use to go and do your one on ones or your individual coaching or your group coaching sessions with each agent. And it allows you to very quickly see which agents are doing well and which agents are not maybe doing as well on particular elements. And then the last thing that we'll cover today on Pulse before we get to the trial is we will go over the alerting and communications. So we know that you're busy and your inboxes are probably filled to the brim. We don't want Pulse to be something that ultimately ends up getting ignored. So within the Volley settings, we give you the ability to determine what level of inbox clutter that you want. So you can see here that you can set the minimum number of flags to trigger an alert. So each of those elements that we evaluated Pulse on is we call a flag. So you can choose that no matter what what happens on the phone call, if there were two or more, in the case of this example, you're going to get an alert immediately after that phone call was, was completed. And then you can also choose which alerts effectively that you're interested in hearing about. So if an agent is not professional and courteous, if they cut, if the call had a negative sentiment, in this case, if the disposition didn't match the disposition of the communication, if two of those were triggered, you would get an alert, otherwise you wouldn't be immediately notified by this call. But you could see it in the, in the Pulse inbox. And then every day we give you a digest email and a summary of all of the Pulse interactions and Pulse assessments that happen for that day. So at the end of the day you can take a quick glance and understand exactly how your calls, your agents did on the phone that day. And if there's any items of concern or interest, it's just a click away to the Pulse inbox and you can drill into each of the individual communications there. So that's Pulse in a, in a 10 minute version. And we're excited to bring this to you. We know it will help you help your agents, we're excited for your feedback, we're excited to get this rolled out. And like I mentioned at the beginning of the call, some of you have signed up for this as part of your agreements and others of you are eligible for a free trial. The trial is going to begin on Monday, May 19, and that's going to be when you need to reach out to your CS rep to get this set up. And they will help you get it configured and the trial is going to end on June 30th. So you'll be able to use this For a month and a half. No billing will commence for Pulse until July 1st. And if you have any questions, you can just reach out to your CS rep. So, again, we're excited about Pulse, we're excited about what it can help you do, and we're also really excited for your feedback. Have a great day and I'll turn it back to you, Jake.

Sounds great. Thanks, Peter. Well, definitely don't, don't take off here because, because I'm sure there will be questions that we'll get to. Peter said, you know, as he said, we'll get it turned on on May 19th. Feel free to reach out anytime to your CS rep. You know, we'll, we'll give you the details and, you know, we'll also make sure that we touch base with all of our accounts on our end to make sure that nobody misses out on this chance to give it a try. So. Okay, perfect. Well, let's, let's keep moving here. Again, any, any questions? Put them down below. Liza, why don't you take it away? Liza has a, I think a five item list of some other larger changes that we've added lately. Liza.

Yeah, thank you, I do. I just double checked my list and there are five. So not as brand spanking new as Pulse. So these may be things that you've already noticed in Volley, maybe some settings that you've already turned on, but wanted to take this opportunity to talk through those things again because we're, we want to make sure that everyone's using all of these things. So I'm going to start with missed calls and auto serving those missed calls in the communication center. So what I mean by this, right, if you guys have after hours phone calls where the calls come into the bdc, the customer leaves a voice voicemail, or you have calls where the customer tries to call in during your hours, but they hang up before a rep is able to answer their call. We classify those in Volley as missed calls. Historically, you would have had access to those calls in the communication center in that separate missed calls window. The new functionality that I will walk you through now is rather than having your team log into that missed calls section to return those calls, we can just have them show up in the queue automatically. So that means returning those missed calls faster so customers don't have to wait as long to talk to you and potentially schedule an appointment. So let me share my screen really quickly. All right, so I am in our demo account and I'm in the account menu. So if you're an admin user, if You're a manager in your Volley account. Your dark gray left hand menu where you go for admin, you can enter the communication center. From there down toward the bottom, there's a yellow icon for Account. That's where these settings are housed. Those are your account level settings. Once you open up the account menu, you'll click on the missed calls tab on the left. And this houses all of these settings that you can configure to determine how missed calls are served and whether or not they're served to your team at all. These top three settings are not new. These have been here, I believe, since we introduced missed calls into Volley. So this is these settings control if a customer was reached via some other method. Maybe they called a second time and that second time they did connect, or maybe someone connected them with them via text. You can determine here, in those different scenarios, do you still want to return the missed call or can you say that's been addressed? I don't need to return the customer's missed call at that point. So that's those top three settings. The new things are going to be below and then off to the right. So I'll start over here on the right. If everybody can read that, it says automatically expire missed calls older than X days. So if you have missed calls that haven't been returned, you can have those missed calls expire if they're still sitting in the queue after a set number of days. The default here is 7. So any missed calls that have been lingering for longer than a week, those will expire automatically. But you can change that setting, you can completely disable that setting. So if you want missed calls to live here forever until your team returns them, you can disable that setting. Or you can make this time frame different if you want them to expire after three days, etc. Underneath is the auto serve. So with this top checkbox, I'm turning this functionality on or off. So with it on, I'm saying that I do want missed calls to automatically show up in the communication center, right in the call screen for my team. Once I have that setting turned on, I can decide which type of missed call I want to queue up automatically. I have mine set to queue up all three agent drops, customer drops, and voicemails. But you can configure this however you need for your team. So if you only wanted voicemails to be sent to your team automatically, you could uncheck the other two. Unchecking the other two doesn't mean that these are nowhere. The agent drops and the customer drops would still be collected in that missed calls section. It just means the only ones that will be served automatically are the voicemails. Quick, since we're talking about it. Agent drops and customer drops. Both of these are your during hours missed calls. Customer drops are those where the customer hung up so quickly no one on your team could have grabbed that call. The customer hung up during that disclaimer message versus an agent drop just means that the customer held on a little bit longer. They were listening to the hold music when they ended the call. So both of these are missed calls. You know, just depends on how long the customer held before they hung up. So that's what I have for our auto return missed calls. But if there's questions, we can talk about those at the end. I'm going to switch to a second tab and transition to talk about what we've been calling our big board. I think it got that name from the beginning and it just stuck. So this is available. Think of this as another dashboard where you can see activity in your account in real time. You may say, well, Liza, we already have the Live dash. What's the difference? This big board is really formatted for a tv and the metrics displayed here are a little bit different. So we had a lot of people when we released the Live Dash, really excited about the Live Dash. Love the Live Dash. And we've got people who put it up on one or multiple TVs or displays in their BDC, which is awesome. But that page really isn't formatted for a tv. So we run into instances where someone is having to refresh the page or resize it or log in and out, because that's really not designed for a television screen for a display. But we saw how much everyone liked it. So we built the big board so that you guys have something specifically designed for that purpose. I cropped my screenshot just so I could show you guys more easily. This is my computer. It's not a tv, but I want to still give you the gist. So what I cropped from this image over on the far left would be your list of stores. So each of these rows represents an organization in Valley. And then the columns over to the right are metrics for the day so far for that organization. So you've got agents active. That's telling you whether or not you have agents logged into queues for that organization. You have inbound, outbound call count. Try to zoom in. Inbound outbound call count. So that's calls taken and calls made. For the day so far. In queue calls that are in queue holding inbound calls right now. Longest wait would be the hold duration. The longest hold duration if you have any in queue. New appointments created so far for the day. Service level agent drop also having to do with inbound calls, whether you are responding to getting to all of your inbound customers, the percentage of those that would qualify as that agent drop, which is what we talked about a second ago, those customers that abandoned while they're listening to the hold music, average hold time, average inbound talk and average outbound talk time. So just durations on those calls. And again, that's per organization. If I scroll all the way down to the bottom of the dashboard, there's a running scroller that goes right to left that displays all of your reps. So while we have organization information, your store metrics on the top part of the screen, if you have so many orgs that it takes up the entire screen, this top part will scroll so you can see all of your stores and then your agent metrics will scroll right to left along the bottom. So every rep you'll have here, the status that that rep is in, your colors are going to change here just like they do on, on the live dash. And then you get an inbound outbound call count per each rep here as well. So big board, if you have a TV in your bdc, talk to your rep. This will be a great, great thing to pop up on a TV in your bdc. I'm going to keep rolling. I have three more next one that I want to talk about. I think everyone's really excited about this. This is our, we're calling it Agent Bump. So we, we've been asked for this in the past. You know, I want, maybe you have a remote team, right? And you can see from your live dash or from the big board, you can see that you've had a rep sitting in start campaign customer. So they're looking at a customer record, but they haven't initiated their call. And you're watching time just tick by, tick by, tick by. Maybe you send them a text message, maybe you go poke them on the shoulder and say, what's going on? Why aren't you starting yet? The agent bump, these rules that you can set up, let Volley do that for you. So, so we will monitor across your entire team. You can choose which statuses you want Volley to watch for and then Volley will remind your agent for you. So I'll show you what it looks like. I have it set up on in the communication center. If the agent goes into settings, I'm giving my reps 10 seconds to adjust their settings and then I have a bump that you guys will see that lights up the edges of the agent screen. I get to pick the color, whether it's yellow or red and I get to pick a message that goes there. So I chose the message hurry up to encourage the agent to keep rolling my setting. And you'll see, I'll show you in a second. It just flashes the alert for that agent. You also have some settings where you can actually push the agent out of that setting. You can push them to queue selection, you can push them to pause or to available. You can push your agent out of certain statuses if you don't want them sitting there. So maybe you alert them to get moving. If they don't, you can push them into a different status. So I'll show you what that looks like from the rep perspective. Let's say I'm working in the communication center. If I were to go in to change my settings, you can see volley's going to track my status. Up here I should be quickly changing my settings, but instead I'm taking my time. Once I hit that 10 second mark, I get this yellow banner around the entire edge of my screen and I get the hurry up message. My manager, if I'm, you know, if I'm not moving quickly enough, maybe my manager will set up multiple alerts for me or maybe they'll set up a setting to push me into a different status. I know that people are already using that one. I've done some testing in some accounts and I start getting alerted if I'm taking too long in their call screen. So I'm glad that people are using that already. Next thing I want to show you is back in the communication center and on the call screen. This is an update where we now allow multiple dispositions per each phone call. If you have been using our texting, you may say, oh, I, I know about multiple dispositions. I've been able to do that for texting. We now support it with phone calls as well. So I'm going to really quickly make a call here. Dialing customer, hang up, pretend that I spoke with that person. It's really simple to use. It's exactly what it sounds like. I'm able to select a first disposition and I have three options now where I used to only have two. So the new option here is just the plain old save. If I select save, it will add that disposition to my log. So it's saving that one disposition, but now I can go back and I can add another one. There's no limit to how many dispositions I can select, so I can keep adding dispositions until I'm totally good. When I'm done, I can move on from the record by using the buttons that I'm already familiar with. So the Save and stop or the Save and dial next. So multiple dispositions there. I think that that's everything that I have to visually show. So I'm going to stop sharing my screen, but I'll keep it all open in case people have questions. The last announcement that I have, if you are a Reynolds dealer, this is going to be exciting news for you. So if you use Reynolds as your DMS tune in, we are, as of last night, we have our Reynolds, our RCI certification. So we will be reaching out to you, but please, you know, beat us to it. Reach out to your rep. We are really excited to get, to get everyone turned on with our Reynolds integration. So pat on the back, that was another really exciting update from our team. That's very brand new.

Fresh.

Yes, Very, very exciting. Well, honestly, we got through our list pretty quick today. We do have some questions, so definitely, you know, let's get to those and, and any others that you have. So just real quick on the Reynolds, someone asked about the Reynolds. How do we turn that on? Liza? So can you just kind of briefly walk through what that looks like?

Yeah. So the Reynolds integration, we will. If you just reach out to your rep, we have to initiate it on our side. So high level, we request there's certain keys that we need to enable it, but there's not much that you need to do except let us know and we will take the first step from there. Simple.

Perfect. Okay, so Peter on to switch out the questions. Oh, you're muted while he's. While he's unmuting. And he pulled a classic zoom moment there. Just real quick on the, on the Reynolds, there is an extra cost on their end. We'll cover that with you, you know, when you reach out for questions.

So.

Okay, Peter, Pulse. Can we, can we swap out the questions?

The current version of Pulse does not support swapping out the questions or the evaluations from an AI perspective. Pulse is currently sitting on top of our Scorecards module that we rolled out about a year ago now. And with scorecards, you can manually set the scoring criteria and the campaigns or agents, et cetera, that you want them evaluated. So we have dealers that have been testing Pulse with us, and they use Pulse to let them know what calls they want to go in and manually score. So if they see a perfect green, they don't go in and they don't do any extra evaluation. But with scorecards you could potentially say if the call has one or more flags, then I want to add my human intervention and I want to go and introspect it further. So current version does not support it. We will be supporting that sometime later this year, likely end of this quarter or the beginning of third quarter.

Perfect. Okay, another question. What is the cost after the, the trial? It's hard to say specifically. You know, it's based on volume and size of the stores and stuff. In general though, the cost for Pulse is going to cost about 25% of your current spend and, and we'll review that on one on one calls. Peter, are there any other future plans for Pulse?

Yes, the dev team that is working on Pulse has been notified that they're going to be working on Pulse forever. So some of the exciting features that we'll be rolling out, I'll go from closest to furthest. So the closest features that we'll be rolling out one are the ability to control what better control over what you get alerted on. We're going to be changing the way that the calls are scored not to take away from any of the elements that the AI is currently evaluating. Those will still hold true, but you won't get notified as, as much for calls that maybe aren't, you know, perfect call by the elements but, but still good calls. We want to make sure that you're, we're not artificially or falsely notifying you that something was wrong when maybe it was something just minor. So the next, within the next two or three weeks, we'll be rolling out weighted grading. So not all of those elements that are, that you saw on the screen are going to be weighted evenly. So it'll dramatically decrease the amount of calls that look like they're getting flagged. You'll still be able to introspect them individually, but it'll allow you to have a much better high level perspective of what's going on in your bdc.

Perfect. Yeah. You know, our goal with Pulse, you know, we're, we're right off the cuff here. You know, we have great hopes for it and plans for it. You know, our hope off the cuff here is that, you know, we're going to be QA every call. We hope this saves you a ton of money. QA the calls so that you can quickly focus on, on the ones that need attention. You know, we, we hope that this is going to be a great help to you guys. Okay, next question. What queues do we have to be logged into to be fed the missed calls in the, in the, in the communication center?

Good question. So the queues that the missed call came into. So similar to, you know, any skilling in Volley, you'll have to be logged into, you have to have access to a specific queue in order to return missed calls from that queue.

Perfect. A big board question. Are you able to customize the people that show up there? For example, if you wanted to take the managers or the admins off the big board.

Not today. I think that there are also future versions that we've talked about potentially with the big board. So great idea. Not with this version now, but heard.

Okay, regarding the agent bump, is there a way to change the settings by department? For example, if service or sales, you know you have have different parameters for how long the agents can be in certain statuses.

Today it's per setting. I'm sorry, not per setting, per status. So the same rule would apply to that status across your account. But I also, I understand, I think what this person's getting at. So that's a, that's another great idea.

Okay, what type of the integration, you know, what, what, what kind of data? What is the use case for the Reynolds integration?

Peter, do you want to talk about what it is?

Sure. So the Reynolds integration is a parity integration with what you've been currently using if you are a current Reynolds and Reynolds dealer. So closed repairers, closed F and I deals, customers, service appointments and then we also with Reynolds get posted every time changes happen to openros. So when an RO gets opened and then all of the subsequent status updates for that order. The other thing that we'll be releasing in the future for Reynolds, our certification supports it today, but there's no app functionality is the ability to generate campaigns or query params using special order parts data. So that's the one the getting published when repair order changes or also the special order parts are two big benefits of the Reynolds integration. One of course down the road and then one immediately once you would switch over to the RCI platform.

Yeah, you know, there won't be any data lag hitting the button required. So it should be pretty awesome. Okay, where do you access the reporting for Pulse and when will that be available?

Pulse has its own dashboard, so you'll get to that through the Scorecards module currently. And then we've also been working on an export that will roll out when we cut people over starting May 19th. So the agent export, which would be more like a report card or a coaching report, that will be available as an export first, we'll get your feedback on it, and then ultimately we'll add that into the Pulse dashboard. Okay.

Let'S see. Question about. We had two people asked this. So on missed calls, is there any sort of customization you can have for when those missed calls get pushed back into the queues? For example, if you want them to start calling them, you know, an hour later, you know, you don't want to call them at 8am or something. For the missed calls overnight.

I believe right now, the, the missed call settings, the hours at which that missed call can be returned, they come from the first attempt outbound dialing hours on that campaign. So they should mirror whatever outbound hours you have set already on that campaign. These are, they're a prioritized call returning the missed calls. You know, so we in some ways still treat it similar to an inbound call where if you have, you know, a fifth attempt record in the queue and you have a missed call to return, the missed call will be served before that fifth attempt will be served. They're prioritized over the other outbound calls potentially in that queue.

Okay, can we talk about the big board? Is there any sort of filtering such as which organizations or agents. I know we talked about agents. What about organizations just going down the list here. Liza, don't give me that look.

I left. I was like, I think we already covered this one. No, not today. Yeah, okay.

See, okay, I think there are a couple that aren't. Are more individual and we'll reach out after the fact. And, and besides that, I think, I think we're good to go. So Liza, please grab those, those individual questions that we need to answer and we'll get with you folks afterwards and help you with those, those things. So thank you all very, very much for, for taking the time here. We really, really appreciate it. Peter, Eliza, thanks for joining. So you can all look back at it if you have any, you know, want to reference it for anything. And we hope you all, all have a fantastic day.

Thanks, everybody. Have a great day.