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Contact Solutions Adopts Improvement Strategies to Double Incremental Customer Savings in 2010
Contact Solutions, a provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, has enabled its customers to save an extra $8 million in 2010 with the help of its targeted Continuous Improvement Practice (CIP), which focuses on customer experience, end-user satisfaction, efficiencies and cost savings. These additional savings represent savings above and beyond the savings Contact Solutions creates for its customers on a daily basis and are a two-fold increase from the previous fiscal year.
In a press release, Paul Logan, president and CEO of Contact Solutions, said, “Our hosted IVR solutions are created to save our customers money from day one. But, unlike other IVR providers, we continue to strategically assess our hosted solutions on an ongoing basis to find better ways to automate systems and save our customers money above and beyond the savings they are already realizing. We help them find ways to optimize their systems quickly and efficiently based on changing call volumes, planned and unplanned customer events and even new developments in the way customers want to access contact centers. Our ultimate goal is to continually optimize our customers’ applications while we ensure that they are improving the satisfaction and experience of their end users.”
The CIP is a one-of-a-kind approach that is proving successful for Contact Solutions and its customers. Further to saving double cost, as of December 2010, Contact Solutions has delivered 430 hosted IVR solutions and logged over 2.2 billion calls. The company realized record numbers of calls eight months of last year, a testament to the growth of the company, and December was the busiest month ever for Contact Solutions with a record-breaking number of calls and call minutes in the 31-day period.
Recently, Contact Solutions was in news when the company announced that it has integrated pay-by-web functionality with its existing pay-by-phone application to create new savings for a state health insurance program.
Sujata Garud is a TMCnet freelancer with three years of writing/editing experience and two years of market research experience. As an editor she has covered the IT, electronics, banking, pharma, construction, mining and healthcare industries. To see more of her articles, please visit her columnist page.
Edited by Chris DiMarco
