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Leading Industry Report Underscores Contact Solutions’ Growth through Continuous Improvement Methodology
Report Shows Contact Solutions Delivers the Fastest Average Return-On-Investment in the IVR Market
10 June 2009 (Reston, VA) – In the "2009 Hosted/Managed Service IVR Market Report" released June 9, 2009 by DMG Consulting, LLC, Contact Solutions was recognized for significant growth as a provider of Hosted/Managed Service IVR Solutions largely due to their commitment to continuous improvement.
In the report, DMG cites Contact Solutions as one of the top five Hosted/Managed Services IVR solution providers in North America and notes that "Contact Solutions is known for being a great partner and for its commitment to continuous improvement; this is a standard part of its offering."
The report underscores the importance of IVR optimization, noting, "As DMG believes that IVR optimization is critical for the successful ongoing use of an IVR and for achieving high containment rates, it is important to find a vendor that works with users to continuously optimize the performance of their IVR."
Contact Solutions CEO Paul Logan attributes his company’s culture of continuous improvement for the high ranking in this report. "We built a business around increasing automation for our customers, finding new and incremental savings for them on an on-going basis," said Logan. "This report reinforces our belief that integrating our Continuous Improvement Methodology into our solutions is the key to our success, and the success of our customers."
Among the seven Hosted/Managed Service vendors studied, Contact Solutions reported the fastest average Return on Investment, at two to four months. Other vendors reported ROI payback periods of up to a year. The report also notes Contacts Solutions’ "very satisfied customers" and "rapid growth".
Excerpts of the report can be downloaded here.
About DMG Consulting LLC
DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions and Interactive Voice Response Systems. For more information, visit www.dmgconsult.com.
About Contact Solutions
Contact Solutions’ On-Demand Contact Automation Services save contact centers millions of dollars by continuously improving their contact automation while improving customer satisfaction. Leveraging a world-class infrastructure and an industry-leading hosted services approach based on six distinct Centers of Excellence, the company has redefined contact automation standards. Large enterprises such as American Express, Delta Airlines, and Motorola benefit from the company’s Continuous Improvement Methodology. Visit Contact Solutions at www.contactsolutions.com.
Media Contact
Margaret Brown
ThinkDesign
(703) 898-9443
margaret@thinkdesign.net
© 2009 Contact Solutions, Inc. All rights reserved. All trademarks and company names mentioned are the property of their respective owners.
Contact Solutions is known for being a great partner and for its commitment to continuous improvement; this is a standard part of its offering.”—Donna Fluss, DMG Consulting
