Contact Solutions Announces Total Minutes Driven Through its IVRs in 2007 More than Doubles 2006 Total Minutes
CSI’s Approach to Helping Contact Centers Continuously Improve their Contact Automation Leads to Cost Savings in the Millions
Reston, VA (January 12, 2008) - Contact Solutions (CSI), the leader in contact automation, announced today that the total minutes handled by the IVRs in the company’s two data centers in 2007 more than doubled the total number of minutes the company handled for 2006. Contact Solutions has created the contact center industry’s most comprehensive shared IVR services approach. By working intently with its clients to continuously improve their contact automation, CSI helps them save millions of dollars. CSI shared service model is designed to reduce live agent transfers while improving customer service levels.
One reason the company has grown so quickly has been the acceptance of the shared IVR services model by business process outsourcers (BPO) and contact center outsourcers that run contact centers for government and commercial entities. CSI helps executives at top BPOs solve the following challenges, which leads to substantial savings:
- Decreasing live agent transfers, which significantly reduces labor and contact center infrastructure costs.
- Decreasing live agent call duration to further reduce labor and infrastructure costs.
- Decreasing calls into the IVR to eliminate usage charges.
- Decreasing IVR call duration to further reduce usage costs.
Contact Solutions Chief Executive Officer Paul Logan said, “The contact center industry has recognized that shared IVR services are the most effective way to improve their contact automation and thus dramatically improve cost savings. Over the past year, we have worked with many of our clients to find ways to continuously improve their contact automation across all facets of their operations. In many cases, this has led to dramatic cost savings.”
Logan said that the growing numbers of minutes its IVRs handled have helped it solidify 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 continuously improving IVR applications for its clients, and that it is impossible for an internal IT organization that is tasked with supporting the entire contact center to truly optimize contact center automation.
“The average internal IT professional does not have the resources that we have to optimize their contact automation,” said Logan. “Our consultants and program managers are totally focused on everything that touches the IVR to ensure that live agent transfers decrease and customer satisfaction increases.”
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 while striving for continuous improvements. 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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