About Us

Expert Services

Some people assume that if the lights are blinking, data is going back and forth, and reports are able to be generated, then the IVR is optimized. CSI IVR consultants know there's more to it than that. No one in the shared IVR services space knows more about IVRs and how to optimize them than the IVR consultants at CSI.

Much of the answer lies in demonstrating the expertise of the people who know how to add value to the IVR. Everything CSI does is based on optimizing the IVR and improving the automation percentages for our clients. We measure automation improvements down to the tenth of a percent which can save millions of dollars annually. Our approach to contact automation is designed to help our clients maximize their business challenge, be it improved customer service, revenue and profit growth, or cost reduction. Our experts work to continuously improve our client's applications and their performance. Behind every automated IVR application we develop are the experts that understand your business challenges and turn them into opportunities for success.

Our skilled professionals have extensive experience developing robust solutions for the most complex automated contact applications and we excel at fine-tuning, managing, and ensuring end-to-end integration with all of your systems. Our hands-on approach allows us to adapt quickly to sudden changes in your caller activity 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 process to develop, test, integrate, and deploy your self-service applications so they meet your business goals.
• Business Intelligence - We actively analyze your applications to identify and recommend opportunities for optimizing IVR system performance.
• Continuous Improvement - We continuously tune your solutions based on actual caller experiences to help you maximize automation and reduce costs.
• System Monitoring - We monitor your application 24x7 for end-to-end management that helps predict and avoid problems quickly.
• Shared Services Environment - We understand which of today's technologies are best suited to your needs and use them to improve your solutions and services.
• Telecom Expertise - We employ skilled staff who understand the intricacies of telecom solutions and apply them appropriately to each unique solution.

Evaluation, Design, Testing, Ongoing QA, and Continuous Improvement:

• Evaluation of the business needs of the client and their customers during the requirements phase
• Benchmarking current solutions to determine level of improvement after implementation
• Measurement of key performance indicators after implementation
• Recommend improvements to the call flow to improve automation
• Tune applications based on client feedback
• Validate and quantify the value of improvements recognized after the tuning process
• Application of custom Business Intelligence reporting allows specific focus on IVR script tuning and maintenance
• Business intelligence reporting is available online via secure access web portals to clients and Contact Solutions management staff
• Real-time reporting access to IVR statistics allows for highly targeted script tuning and allow for joint IVR - Contact Center tuning which maximizes IVR automation rates and reduces overall program cost
• All IVR application implementations have to 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