Volie 15

This video introduces Volie’s new Intercom-powered support platform featuring an AI assistant named Finn. The goal is to provide quicker answers, build a stronger knowledge base, and give managers and agents another way to get help alongside their Customer Success coach. While still in testing, this Intercom integration will soon allow users to ask questions, resolve issues instantly, or seamlessly escalate tickets to the support team when needed.

In this episode of Volie 15, Jake and Peter share two exciting updates now live in the Volie platform. First, agents can quickly acknowledge SMS messages with a new green checkbox—making it easier to handle simple replies like “sounds good” without needing to disposition. Then, Peter walks through the brand-new Pulse customizable dashboard, which gives managers a modernized way to track assessments, filter results, drill into flagged calls, and create actionable reports.

Calendar invites for meetings and notes at the customer level

This Volie 15 session introduces key updates including manual dialing by phone number for improved outbound flexibility, cached dispositions to speed up call handling, and a walkthrough on calculating inbound conversion rates using the Heat Report. The session closes with a preview of upcoming customizable reporting capabilities and a reminder to contact CSRs for feature enablement.

In this Volie 15 session, Peter shares tips for using Pulse to spot and recover missed customer opportunities—especially overlooked service calls. Drawing on his retail and automotive experience, he shows how to filter inbound calls for missed revenue chances. He also unveils a new feature letting agents manually manage appointments from outside the Volie platform to ensure accurate tracking and credit. The session ends with a brief Q&A and some lighthearted dad jokes.

In this Volie 15 session, the team introduces an exciting new Communication Preferences feature, allowing agents to manage customer opt-outs with greater precision—by individual communication method and specific contact details. Additionally, the session revisits the Goals feature, empowering teams to set, track, and visualize performance targets through the agent dashboard and manager live dashboards. The video also announces a friendly team contest for June to boost call goal achievements. Tune in to learn how these updates can help optimize customer engagement and enhance team motivation!

Explore the latest updates to the Volie platform, including the launch of Pulse, a performance-enhancing feature for BDC teams, now available as a free trial through July 1. Learn how Pulse helps agents improve call quality and customer satisfaction. This video also introduces the powerful new VIN 2.0 integration, designed for better reliability and data control when syncing communications with VIN Solutions. Finally, gain clarity on Volie’s enhanced compliance settings for the federal Do Not Call (DNC) list, including automated filtering, override options for appointment-based calls, and new acknowledgment safeguards. Perfect for automotive BDC managers, CRM admins, compliance teams, and anyone using Volie to streamline dealership communications. Stay compliant, drive results, and make the most of Volie’s newest features.

In our very first Volie 15, Jake and Sadie discuss three new features to the platform: Campaign Inheritance, Federal DNC Compliance, and Agent Status.