Hosted Contact Center Featured Article

Frost & Sullivan Recognizes Contact Solutions

September 11, 2012

By Anuradha Shukla,
TMCnet Contributor

Analyst firm Frost & Sullivan (News - Alert) has recognized Contact Solutions in an annual report examining the contact center market.

Specializing in providing cloud-based customer self-service solutions, Contact Solutions enables truly personalized customer self-service solutions for the call centers supporting companies across a variety of industries.

The company claims that its cloud-based Interactive Voice Response (IVR) offerings will improve the customer experience and lower operating costs for its clients.

The Frost & Sullivan report notes that Contact Solutions grew nearly twice as fast as the contact center market in 2011. It recognizes Contact Solutions to be firmly established as one of the top 5 competitors in the hosted IVR market, and says that the company successfully leapfrogged another large competitor last year.

Moreover, Contact Solutions gained more points of market share in 2011 than any of the top 20 vendors, and more than the top four competitors combined.

“Markets reward companies that solve problems and provide excellent value and this report shows that Contact Solutions is delivering on both fronts,” said Paul Logan, Contact Solutions president and CEO. “Clients are migrating to Contact Solutions for the innovative self-service solutions that save money and improve the customer experience, and our roadmap for new offerings will provide clients even more value in 2012 and beyond.”

The newly released report from the research firm Frost & Sullivan reviews the state of the 2011 North American hosted contact center market. The report covers various segments including hosted IVR, hosted automatic call distributor (ACD), hosted chat, hosted outbound customer contact and hosted agent performance optimization (APO) applications.

Contact Solutions was in news in June for announcing that it saved its clients more than three million of call center agent time in total.

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Edited by Rich Steeves