Contact Solutions has been awarded the Customer Value Leadership Award for Best Practices Research on hosted interactive voice response (IVR) solutions by Frost & Sullivan (News - Alert). The company is a provider of cloud-based and mobile customer self-service solutions and the global research organization has recognized its commitment to customer satisfaction.  

“To be recognized for our research by one of the most ubiquitous research organizations in the nation is an honor,” said Michael Boustridge, CEO of Contact Solutions, in a statement.

Boustridge said his company made a commitment to continuous improvement for all of its customers, and that is translating into major improvements for the clients, and the company as a whole.

Frost & Sullivan pointed out that Contact Solutions is currently ranked fifth in market share for the hosted IVR market, growing from a 6.9 percent share in 2011 to a 7.3 percent share in 2012.

Frost & Sullivan also referred to innovation in IVR applications; customer experience focus, and a disaster-resistant platform as major factors contributing to the award.

“There are a number of challenges facing the hosted IVR market, including mobility issues, competition, and the need for customer experience improvements,” said Brendan Read, industry analyst at Frost & Sullivan.

Read said that Contact Solutions was recognized by Frost and Sullivan for proactively meeting the challenges facing their industry.

“The company’s focused approach is not only increasing the value Contact Solutions provides to its customers, but it is improving the customer experience that drives customer satisfaction, loyalty, and customer recommendations,” said Read.

Earlier in October, Contact Solutions announced that it had launched My:Time, the first mobility solution that delivers customer care at the convenience of the customer.