Stella

Affiliated created the Stella Customer Engagement Platform to give your customers the tools they need to interact with us quickly, easily, and effectively. Stella combines virtual voice processing, mobile messaging, and end-user applications, all working together to deliver an exceptional customer experience while making communication more efficient.

There are two variations of Stella Virtual Voice, Stella Inbound, and Stella Outbound. When customers call in, Stella Inbound lets them place, clear, or extend a test, and request service without speaking to a specialist. It’s closely integrated with our monitoring platform and phone system to intelligently route calls to the right team. For example, if an account is in alarm, Stella will automatically connect the caller to the specialist handling that alarm, bypassing prompts and phone menus to save valuable time. Stella Outbound focuses on customer notifications. If there’s an alarm condition, Stella automatically places an outbound call to notify the customer and allows them to acknowledge the alarm directly.

Stella also integrates mobile messaging with AlertMessage Alarm Verification, and self-service tools like SeeMyAlarm, where customers can review activity history, manage contact lists, and place accounts on test. With Stella, your customers have multiple, connected ways to reach us, making communication faster, smarter, and more convenient than ever.