Contact Solutions Blog
Visit Contact Solutions at Prepaid Expo March 12-13
March 5th, 2012
Next week much of the prepaid card industry will gather in Las Vegas for Prepaid Expo 2012. If you’re planning to attend, be sure to visit Contact Solutions in Booth #304. As one of the largest and most experienced providers of customer self-service in the prepaid industry, several of our executives will be present at the show to discuss how it’s possible to guarantee improved ... more >
To Our Valued Customers: Thank You
February 21st, 2012
This post is dedicated to our customers. I’d like to take a moment to thank all of you for the outstanding support you’ve given us over the years. We’ve worked hard to contribute to your success, and we sincerely appreciate your contributing to ours. I am pleased to share with you some more good news about our company: Contact Solutions has been recognized as one of ... more >
Why Doc Lost His Faith in IVR Customer Self-Service
December 12th, 2011
A fellow named Doc recently left a highly critical comment on our blog post about an award we received for innovation in customer experience. Doc wrote, “We hate ALL IVR. Get a live human being to answer my call or lose me as a customer.” When Doc encounters a new IVR, it sounds like he’s not even willing to give it a chance. Why is ... more >
CX Framework Award Recognizes Years of Customer Focus and Improvement to IVR Solutions
November 18th, 2011
Winning the Frost & Sullivan 2011 North American Product Differentiation Excellence Award in Hosted IVR has been particularly gratifying for us because it recognizes the fact that we are unique in the IVR market. Unlike our competitors, we realize that the IVR can actually be a tool for improving customer experience (CX). For almost a decade, we have been singularly focused on continually improving our hosted ... more >
State MMIS Programs Improve IVR Customer Experience with Contact Solutions
October 27th, 2011
We are one of the country’s largest providers of automated systems that support Medicaid Management Information System (MMIS) programs. We create cloud-based IVR solutions that allow Medicaid recipients to quickly and easily learn more about their benefits and status of claims for more than a dozen states. This is no small endeavor, given the growing number of Americans on Medicaid and the fact that states have ... more >
New Customer Experience Methodology Offers Way to Benchmark, Analyze and Optimize IVR
June 17th, 2011
Since our inception, we have been working tirelessly to find ways to improve our customers’ IVR platforms to ensure they are offering the best in customer experience in the IVR. Why? Because people don’t hate IVR; they hate bad IVR. When your IVR is the first contact your customers have with your company, it needs to be the best it can be. This week, we announced ... more >
We’re taking Continuous Improvement on the Road … to Call Center Week
June 7th, 2011
We’re headed to Call Center Week in Las Vegas next week, where we hope to see many of our customers and partners. We will be showcasing our Continuous Improvement Practice, which includes an ongoing commitment to monitor, analyze and improve upon the hosted IVR solutions we create for our customers, and sharing how we have taken it to the next level. During our roundtable discussion ... more >
Proactive Outbound IVR Solutions Streamline Services, Lower Costs
June 1st, 2011
As our economy recovers, lingering effects of unemployment and under-employment across the nation remain. Programs such as welfare and food stamps have been helped by electronic benefits transfer (EBT) solutions, in which states administer benefits through automatic payments to a debit card that can then be used at merchants to buy groceries and necessities. By using EBT cards, state and federal governments save hundreds of ... more >
New Data Center offers Greater Reliability and Performance
May 26th, 2011
We’re already routing traffic through our fourth Equinix data center in Atlanta. This collocation in the Equinix International Business Exchange™ (IBX®) data center allows us greater scalability for our client applications, as well as another reliable, state-of-the art facility for our cloud-based, hosted IVR solutions. We have chosen to extend our long-standing relationship with Equinix for a number of reasons, including our rapid growth trajectory ... more >
Cloud-based IVR Solution Makes Scheduling Repair Services Faster and Easier
May 17th, 2011
One of the most frustrating things that the typical service and repair customer feels is the lack of control they may have over scheduling the appointment to have a major appliance repaired. When you are in the scheduling business, you have likely experienced the customer who approaches the process ready for a conflict. Those scheduling issues can be compounded for your agents and customers if ... more >
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