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

Contact Solutions Going Strong - Doubles Call Volume in Short Time

By Mini Swamy, TMCnet Contributor

Contact solutions Inc., a leading provider of on-demand contact automation solutions including IVR, e-mail, text messaging and Web transactions for business and government, began offering IVR services to companies across the United States in 2002. It has doubled its call volume to 2 billion over the past 18 months.

This is a strong indicator of strength during an economic downturn, and continues to offer world-class service to its customers.

“This achievement is about much more than the number of calls,” Paul Logan, Contact Solutions CEO, said, and added that the company had helped its customers to reduce operating costs through utilization of self-service solution that automated inquiries and other customer activities.

Logan further added that along with the IVR solution came a commitment to help the customer improve that solution, and also help them to find ways to optimize existing capabilities and identify new automation opportunities that would help reduce costs for the customer and improve customer experience.

Contact Solutions, 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.

In addition, optimization of clients' contact automation solutions were undertaken through the development, monitoring and improvement of IVR applications for various industry sectors.

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.

The company recently received investment funding from North Bridge Growth Equity , a leading growth equity firm that invests in technology and technology-enabled services companies. The growth equity firm believed that any company that could grow even during recession was enough proof of the value that Contact solutions brought to its 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,” NBGE MD, Doug Kingsley said.

Kingsley continued and added that Contact Solutions was one of the most exciting investments that they had ever seen, for it had the opportunity to re-invent industry.

Founded in 2002, Contact Solutions, Inc., is headquartered in Reston, and delivers on-demand contact automation solutions including IVR, e-mail/text messaging and Web transactions, and call center analytics. 

In a related news release, Contact Solutions created an additional $4 million in savings for customers in FY2009 with its targeted Continuous Improvement Practice and will add to that total in FY2010 by at least $10 million.

Mini Swamy is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Chris DiMarco


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