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Contact Solutions On-Demand IVR Services Automate Over One Billion Calls, Generating Millions in Savings

Company's Continuous Optimization and Rapid Deployment Enable Significant Cost Savings for Customers

Reston, VA (May 5, 2009) - Contact Solutions, a leading On-Demand IVR services provider, announced today that it credits its rigorous Continuous Improvement Methodology and rapid deployment capabilities for helping process over one billion calls, generating quantifiable cost savings for its customers in today's challenging economic times. The company estimates it has saved nearly $100 million in costs for its clients, which include some of the largest Fortune 500 and Public Sector contact centers in the United States.

"The recession and need to reduce operating costs are driving all types of organizations– enterprises, government, higher-education and non-profits – to increase utilization of self-service solutions to automate inquiries and other activities," said Donna Fluss, president of DMG Consulting LLC. "Building an effective IVR solution is an ongoing process that involves continuous analysis to find ways to optimize existing capabilities and identify new automation opportunities. While it's important to cut costs, it's just as important to consistently deliver an outstanding customer experience in all channels, including IVR. The hosted/managed service IVR sector, including vendors like Contact Solutions, provides the infrastructure, tools and services that allow organizations to rapidly realize these benefits without tying up scarce capital and resources."

Optimization Service Driving New Customer Savings

Contact Solutions' Continuous Improvement Methodology, a standard offering for every client application, includes the monitoring and auditing of applications on a regular basis to provide a closed-loop view of IVR performance, from dial tone to a completed transaction. The company proactively identifies automation and customer experience improvements on an on-going basis. This consultative process, part of the company's unique hosted service offering, continuously raises the bar on customer savings; in fact, some clients have saved millions of dollars by implementing the company's expert recommendations.

"We are thrilled to have automated over a billion calls for our customers, driving millions of dollars in new savings for them by following this proactive process for every application we launch," said Paul Logan, CEO of Contact Solutions. "We have a dedicated Continuous Improvement organization that collaborates directly with clients and partners. Its sole focus is to consistently automate more calls, improve the customer experience and find net new savings for our customers – an invaluable service in these economic times," added Logan.

Rapid Deployment Enabling Faster ROI

Contact Solutions' recent growth is due in part to its ability to quickly deploy hosted IVR applications, including those that require speech technology. For example, a sudden rise in unemployment claims recently overwhelmed a Southern state agency whose on-premise IVR could not handle the increased call volume. The state did not want its recently unemployed citizens and those filing for unemployment insurance to receive a busy signal or receive what would be perceived as poor service. Contact Solutions' On-Demand IVR Services were deployed in a matter of weeks to handle the additional call volume and helped ease the transition for those recently unemployed.

"These are challenging times for many people, especially for those who are recently unemployed," said Logan. "By ensuring the telephone self-service process is as crisp and effective as possible and that every call gets through, we are dedicated to helping make the transition a bit easier."

Proactively automating more calls while simultaneously increasing customer satisfaction has proven to be very attractive to contact centers during the economic crisis and is key to Contact Solutions recent growth. Contact Solutions has launched over 300 applications across many vertical markets, including government, financial services, transportation, and healthcare.

About Contact Solutions

Contact Solutions On-Demand IVR Services save contact centers millions of dollars by continuously improving their contact automation while uplifting customer satisfaction levels. Leveraging a world-class infrastructure and an industry-leading hosted services approach around six distinct Centers of Excellence, the company has helped the contact center industry redefine contact automation standards. Large enterprises such as American Express, Delta Airlines, Motorola and many public sector entities benefit from the company's focused, cost-effective contact automation approach. Contact Solutions is based in Reston, VA. Visit Contact Solutions at www.contactsolutions.com.

© 2009 Contact Solutions, Inc. All rights reserved. All trademarks and company names mentioned are the property of their respective owners.