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Contact Solutions Continues Call Monitoring Growth Trajectory

By Anil Sharma, TMCnet Contributor
October 14, 2010

Contact Solutions, Inc., a provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, has doubled its call volume to 2 billion over the past 18 months.

The company sees it as a strong indicator of not only strength during the recession but also that it continues to offer world-class service that allows its customers to provide superior customer service to the end user.

“The company, which began offering IVR services to companies across the United States in 2002, reached the 1 billion call mark in 2009 and doubled that amount in less than 18 months,” said Paul Logan, CEO, Contact Solutions, in a statement.

Logan said that this achievement is about much more than the number of calls.

He said that the company has helped all of its customers get through a very rough economic time by helping them reduce operating costs through increased utilization of self-service solutions to automate their customers' inquiries and other activities.

"When we build an IVR solution for our customer, we make an ongoing commitment to helping the customer improve that solution," said Logan.

He said that the company continuously analyzes it to find ways to optimize existing capabilities and identify new automation opportunities with the end goal of creating a solution that saves money while improving the customer experience, which is vitally important in today's competitive marketplace.

Officials with Contact Solutions said that the company, which creates powerful and repeatable on-demand IVR processes and applications for clients in the government and enterprise markets, also launched SMS and e-mail solutions for its customers this past year.

Company officials said that the company otimizes clients' contact automation solutions through the development, monitoring and improvement of IVR applications for banking, insurance, federal, state and local programs, healthcare, utilities and pharmaceutical segments, among many others.

Cost savings are realized when a company can offer an IVR solution that works well enough to decrease the number of calls transferred to a live agent, thereby reducing labor and infrastructure costs and decreasing call duration to reduce usage costs.

According to company officials, the company recently received investment funding from North Bridge Growth Equity (NBGE), a growth equity firm that invests in technology and technology-enabled services companies, which said that the company's growth during a recession is proof of the value Contact Solutions brings to customers.

"We strongly believe in the Contact Solutions' continuous improvement model which creates robust, scalable IVR solutions for customers and makes an ongoing commitment to monitor, analyze and improve those systems," said Doug Kingsley, managing director, NBGE.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Juliana Kenny