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Speech Technologies: October 14, 2010 eNewsletter
October 14, 2010

Contact Solutions Doubles IVR Call Volume, Hits 2 Billion Over 18 Months

By David Sims, TMCnet Contributing Editor

Contact Solutions, a vendor of on-demand contact automation products including IVR, email/text messaging and Web transactions for business and government, hasdoubled its call volume to 2 billion over the past 18 months.

Company officials say this is “a strong indicator of not only strength during the recession,” but also that the vendor offers “world-class service” that allows its customers to provide superior customer service to the end user.

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

"This achievement is about much more than the number of calls," Logan said. "We have helped all of our customers get through rough economic times by helping them reduce operating costs through increased usage of self-service to automate their customers' inquiries and other activities.”

"When we build an IVR for our customer, we make an ongoing commitment to helping the customer improve," said Logan. "We analyze it to find ways to optimize existing capabilities and identify new automation opportunities with the end goal of creating something that saves money while improving the customer experience."

Contact Solutions creates on-demand IVR processes and applications for clients in the government and enterprise markets. The vendor has also launched SMS and e-mail products for its customers this past year, improving their clients' contact automation through the development, monitoring and improvement of IVR applications for banking, insurance, federal, state and local programs, healthcare, utilities and pharmaceutical segments, among others.

Cost savings are realized when a company can offer an IVR tool 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, company officials say.

Late last year TMC’s (News - Alert) Marisa Torrieri reported that Contact Solutions integrated pay-by-Web functionality with its existing pay-by-phone application to create new savings for a state health insurance program.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny


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