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Frost & Sullivan Lauds Contact Solutions’ Customer Experience Practice with the 2011 North American Product Differentiation Excellence Award in Hosted IVR Applications
Award Recognizes Contact Solutions’ Efforts to Help Companies Measure and Improve Satisfaction in the IVR
RESTON, Va., November 16, 2011 – Contact Solutions, a leading provider of cloud-based contact automation solutions, has been recognized by Frost & Sullivan for its Customer Experience (CX) framework with the prestigious 2011 North American Product Differentiation Excellence Award in Hosted IVR Applications. The award recognizes Contact Solutions’ accomplishments in creating a system that is designed to help companies improve and manage CX and customer satisfaction levels in its hosted IVR Solutions.
Since the company’s inception in 2002, Contact Solutions has focused on the continual improvement of its IVR solutions in the areas of customer experience, contact center efficiencies, and cost savings. With its CX framework, introduced in June 2011, the company took its Continuous Improvement Practice to a higher level by creating a comprehensive rating process based on actual caller experiences to score and report an IVR system’s CX performance.
The rating system accurately measures whether the caller believes the experience was useful, easy to use, and enjoyable while using the IVR. Contact Solutions then uses this information to identify actions that will improve the IVR experience and increase the level of satisfaction for callers for companies to implement.
“A company’s IVR is usually the first touch point it has with its customers, and, therefore, it can be a powerful tool to create a great customer experience. Conversely, a bad IVR system can create a problem for a company,” said Paul Logan, CEO of Contact Solutions. “Unfortunately, most companies have IVRs that create a bad first experience for their customers. Contact Solutions is trying to help these companies ‘fix’ their IVRs by bringing a decade of experience and best practices to creating efficient and effective systems. We then focus our attention on measurement and improvement.”
“Our customer experience focus not only helps our customers accurately measure their IVR, it also empowers them to make informed data-driven decisions that lead to better optimization of their IVR and better business results,” Logan continued.
With its CX framework, Contact Solutions addresses a critical market need. Enterprises must find a more effective way to manage, improve, and optimize IVR system performance so they can automate more transactions and improve caller experience.
Firms realize they need to focus on the customer experience as well as on cost reduction to survive and grow in today’s economy; how they manage their IVR systems will affect both elements.
“Frost & Sullivan recognizes that IVR quality has too often become an oxymoron, whether actual and/or customer-perceived, due to many poor IVR implementations in the industry,” said Brendan Read, Industry Analyst, Frost & Sullivan.
“The customers’ experiences are the most important because they base their decisions whether to zero out, cut back or drop their business with companies on that experience,” said Read. “Improving quality in the IVR is in the best interest of every stakeholder: IVR vendors, their clients and their customers, and Contact Solutions is clearly the leader in creating a systematic method for ensuring IVR quality.”
Read the Frost & Sullivan whitepaper about this best practices award.
About Contact Solutions
Contact Solutions provides industry-leading customer service by automating millions of customer interactions each day on behalf of our large enterprise and government clients. Our clients achieve superior lifetime ROI and higher customer experience ratings for their automated solutions because, for years after initial deployment, our unique Continuous Improvement Practice keeps raising the bar on performance. We systematically increase automation rates to lower costs and simultaneously provide our clients with the information they need to make data-driven business decisions that affect customer satisfaction. Our cloud-based multichannel platform supports customer interactions via hosted IVR, mobile web, SMS text messaging, email, fax, and web transactions. Contact Solutions is one of the top five largest hosted IVR providers in North America by market share, and received a 2011 Product Differentiation Excellence Award from Frost & Sullivan for our Customer Experience (CX) Framework.