Contact Solutions Blog

Continuous Improvement Creates a Better Hosted IVR Solution

I’m always happy to see that the word is getting out about how much we save our customers above and beyond the savings we create for them on a daily basis with our hosted IVR solutions. Last year, we helped our customers realize an additional $8 million in savings. That’s in addition to the millions we are already saving customers How do we do it?

We don’t play the typical “install it and leave it” game that most IVR companies play. Their goal is to get you set up with them and then set up additional contracts for service work. Our goal is to set up a long-term relationship with our customers. We know that the more we work with a business, the better we can make its IVR solutions.

When we set up an IVR solution, we know that the world will change and that market and human variables will affect the way that IVR needs to work. So, using our targeted Continuous Improvement Practice (CIP), we focus on customer experience and satisfaction, efficiencies and cost savings.  We analyze our IVR solutions, to see how they are being utilized and look for ways to make them better.  If we find an improvement that leads to success for one customer and may have the same benefits for another, we suggest it to that customer as well.

I believe that a focus on CIP and sharing of best practices is why our partnerships are strong and our business continues to grow. Last year, while saving our customers millions of dollars, we were also realizing record numbers in eight months out of the 12. And, we didn’t skip a beat. Our cloud-based hosted IVR solutions allow us to scale quickly and efficiently so all of our customers can experience a record-breaking number of calls without compromising the end-user experience.

We logged more than 2.2 billion calls and added 430 new hosted IVR solutions for our customers, achieving an average annual growth of 40 percent. We are looking forward to seeing that growth continue in 2011, while we help our customers save even more money.

Tags: Cloud Computing, Contact Automation, Continuous Improvement, Continuous Improvement Practice, customer satisfaction, improved automation, IVR design, ivr solutions, IVR Technology, technology innovation