Resource Center
Get the latest white papers and solution sheets here. >>
Customer Successes
Read customer case studies and how we helped improve their contact automation. >>
Methodology
Learn how we improve efficiency for our customers. >>
Optimization Rating
Self-service containment and automation rates are measured by using our Optimization Rating. This rating tells you how efficient your solution is and will directly drive cost savings. Our team will develop a baseline of your current IVR performance from which we can measure recommendations and strategies. We have the expertise, insight and tools needed to provide accurate automation rates to 1/100th of a percent.
Assessment and forecast of changes to the optimization rating includes scoring across the following key areas: call flow, best practices, functional improvements, and business process alignment.
Both the optimization rating and the ROI impact will be provided to you to give visibility into system performance. We also monitor optimization and provide proactive recommendations for how to improve self-service rates.
Since I don’t come out of an IVR background, (Contact Solutions) have to be able to communicate with me. You always want to get a clear sense of what you’re paying for, and I think they do a good job at it.”—Ken Smukler, President, InfoVoter
