Expert Services

The difference is ongoing improvements

Our model drives on-going improvements and savings well after the deployment. Contact Solutions optimization consultants understand there's way more to contact center optimization than knowing that your system is up and leaving you to deal with the rest.
Our job is to continuously monitor, measure and fine-tune your automation processes and find new ways to save you money and improve service for your customers. We measure automation improvements down to the tenth of a percent which saves some Contact Solutions clients millions of dollars annually.

Our approach to contact automation is designed to:

  • Improve customer service
  • Reduce your costs
  • Maximize performance of your Contact Portal
  • Increase your revenue and profit

We don’t give you piles of contact data to sift through.

Behind every automated IVR application we develop are the skilled professionals who understand your business challenges and help you to find opportunities for success. That's the Contact Solutions Difference.
Our hands-on approach allows us to adapt quickly to sudden changes in your caller activity, suggesting ways to improve efficiency and call flow; and our proven business processes help you anticipate the changing needs of your customers.
We leverage our intimate knowledge of contact automation and contact center operations to positively impact your business and maximize the value of each customer contact through the following ways:

  • Development Process - We leverage our proven business processes to develop, test, integrate, and deploy your self-service applications so they meet your business goals
  • Actionable Analytics- We actively analyze your applications ongoing to identify and recommend opportunities optimize your IVR system performance.
  • Continuous Improvement Practice - We continuously fine tune your solutions based on actual caller data to help you maximize automation and reduce costs.
  • System Monitoring - We monitor your application 24x7 for end-to-end management to identify issues quickly before they become major bottlenecks
  • Shared Services Environment - We understand which of today's automation technologies best suit your needs and deploy the right ones to improve your solutions and services
  • Telecom Expertise – Our telecom experts understand the intricacies of diverse telecom systems and identify solutions that address your specific needs

Analytics reporting is available to you online via secure access web portals to you and your staff using role-based secure sign in. Real-time reporting access to IVR statistics allows for tuning of highly targeted scripts

  • Joint IVR - contact center tuning maximizes IVR automation rates and reduces overall program cost
  • All IVR application implementations must pass full software life cycle testing. Test steps include:
    • Development unit testing
    • Interface integration testing
    • System testing
    • End-to-end integration testing
    • Client Acceptance testing
White Paper 1 in Series: Sweating the Small Stuff

Whitepaper 1 in Series:
Sweating the Small Stuff
How a New Approach in Contact Automation is Driving New Savings in the Contact Center

Behind every automated application we develop are the skilled professionals who understand your business challenges and help you to find opportunities for success. That’s the Contact Solutions Difference.”