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Contact Solutions Announces 20 of its IVR Solutions Have Processed at Least 1 Million Minutes since Being Launched
Huge Ramp Attributed to Rapid Acceptance of Shared IVR Services as Standard Approach for Improving Contact Automation
Reston, VA (August 13, 2006) - Contact Solutions (CSI), the leader in contact automation, announced today that 20 of the company's IVR solutions have processed at least one million minutes since they went live. This number is significant because it confirms that organizations with large contact centers have shifted to a shared IVR service model as compared to continuing to purchase large amounts of customer premise equipment to handle contact center automation. It also shows that these same organizations recognize that a smart contact automation strategy built around shared IVR services can help them save millions of dollars.
CSI Chief Executive Officer Paul Logan said, "Our shared IVR services model has grown to become the accepted way that large organizations, such as state governments and Fortune 1000 companies, look to improve their contact automation. Many of the applications that have surpassed one million minutes are mission critical, customer centric applications that impact people's lives. The contact centers that run these applications need to ensure that service levels are high and customer service remains strong."
Some of the solutions that have past the one million minute mark are based on the CSI electronic benefits transfer (EBT) application for state governments. These applications are perfect for the shared IVR services model because of peaks and valleys in call volume. Volumes are typically very high at the beginning of each month when customers call to verify that new deposits are made into their accounts and decrease from there. The shared service platform allows for dynamic expansion and contractions based on caller trends.
CSI has built and deployed hundreds of shared IVR applications across a wide range of commercial markets, including retail, telecom, financial services, pharmaceutical, insurance, healthcare, travel & leisure, and others. Among the applications available are:
- Self-Service Transactions
- HR & Benefits Management
- Automated Surveys
- Healthcare
- Locator Services
- Outbound Campaigns
About Contact Solutions
Contact Solutions (CSI) saves its clients millions of dollars by improving their contact automation significantly while uplifting customer satisfaction levels. Deploying time-tested shared IVR services, world-class IVR applications and procedures, and an industry-leading project management approach around six distinct Centers of Excellence, the company has helped the contact center industry redefine contact automation standards. Large enterprises such as American Express, Delta Airlines, Motorola and many public sector entities benefit from the company's focused, cost-effective contact automation approach. Contact Solutions is based in Reston, VA. Visit Contact Solutions at www.contactsolutions.com.
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