Contact Solutions Announces Total Minutes for Q1 2007 More than Doubles Q1 2006 Total Minutes
Advances Attributed to Increased Standardization of Company’s Shared IVR Services in Commercial and Public Sector Accounts
Reston, VA (March 21, 2007) - Contact Solutions, the leader in contact automation, announced today that the total minutes handled by the IVRs in the company’s two data centers in the first quarter of 2007 more than doubled the total number of minutes the company handled for Q1 2006. The company attributed the huge advance to the continued acceptance of the company’s shared IVR services approach as the industry standard, as compared to organizations purchasing their own IVR equipment. CSI clients have also begun to be able to quantify the savings they have achieved with CSI shared IVR services, which the company says will be in the millions.
Contact Solutions Chief Executive Officer Paul Logan said, “We are not surprised that we doubled the total number of minutes our shared IVRs handled in Q1 2006 in Q1 2007. More and more contact centers and the business process outsourcers that run them have accepted shared IVR services as the most effective way to improve their contact automation and thus improve cost savings.”
Logan said that the growing numbers of minutes its IVRs handled have helped it identify six Centers of Excellence that consider everything that has to do with their client’s contact automation. The centers of excellence are:
- User Interface: Caller Experience, Human Factors
- Systems Engineering: IVR Architecture
- Integration: Telecom, Enterprise Data
- Business Intelligence: Reporting
- Continuous Improvement: Containment
- Compliance: Security
Logan said that everything that CSI does revolves around building and supporting IVR applications for its clients, and that it is impossible for an internal IT organization that is tasked with supporting the entire call center to truly optimize contact center automation.
“It’s really not a fair fight,” said Logan. “More and more organizations have realized that by outsourcing their contact automation through CSI and our expert services, they can improve their automation rates significantly. Many have found that by improving automation by even one-tenth of one percent they can save a tremendous amount of money.”
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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