Contact Solutions Nominated for Multiple Contact Center World Awards
Leading Contact Automation Service Provider Nominated for Technology Innovation and Excellence in Outsourcing with Partner ACS
Reston, VA (May 8, 2008) - Contact Solutions (CSI), the leader in contact automation, announced today that it was named as a finalist in two categories for the 3rd Annual Contact Center World Awards, Top Performers in Americas category (www.contactcenterworld.com). CSI was nominated for the Best Technology Innovation and Best Outsourcing Partnership awards. Awards will be given at the Contact Center World Conference and Expo in June in Orlando.
For the technology innovation award, here's an excerpt from the CSI Shared IVR Services nomination:
Contact Solutions is the leader in contact automation with the industry’s most comprehensive and well-developed shared and managed IVR services. The CSI solution maximizes the value of every automated customer contact to help our clients improve productivity, reduce costs and deliver a superior caller experience. We do this through our proven business model, which incorporates the following elements to support quicktime-to-market and optimized performance for all of our clients’ automated applications.
Application Development Process – We incorporate continuous tuning into every stage of the application life cycle from development through on-going customer care to improve automated call completion rates and customer satisfaction.
Business Intelligence – We proactively manage the IVR application with insight supported by actual caller experiences.
Database Integration – Each application is tightly integrated with real client data to provide intelligent IVR functionality and ensure that customer profiles are updated in real-time.
Expertise – We leverage our years of experience in the automated contact industry to build highly-effective and tailor-made solutions that deliver a lower total cost of ownership.
Shared Services Model – We form strategic partnerships with the industry’s leading technology providers and host our clients’ applications in a scalable and highly secure service delivery architecture.
For the outsourced partnership award, here's an excerpt from the nomination. Affiliated Computer Services (ACS, Dallas, TX) is the client with CSI being the outsourcer:
Contact Solutions has been an ACS trusted partner for a number of years. ACS has utilized CSI shared IVR services to realize significant cost savings throughout its government and commercial contact center programs. ACS has outsourced over 60 IVR applications to CSI since 2004. Over 300 million calls have been processed to date for ACS commercial and government customers. Applications have ranged across the board from electronic benefit transfer (EBT) and healthcare account management, to automated surveys, state Medicare enrollment and automated benefits enrollment. CSI shared IVR services have been deployed at some of the largest ACS clients across many different vertical markets such as travel and hospitality, state and local government, financial services, and insurance.
Over 800 entrants competed in the awards programs which are initially judged by a team of contact center industry professionals from around the world.
ContactCenterWorld.com President Raj Wadhwani said, "We are particularly delighted to see Contact Solutions in the finals for two categories. What makes this awards program unique is that at all award finalists will share best practice ideas and information at the conference. The award winners in Orlando move on to the World Finals in Las Vegas in November to compete with the best from Asia Pacific and Europe, Middle East & Africa."
Contact Solutions Chief Executive Officer Paul Logan said, "The recognition that CSI is receiving from the contact center industry for our shared IVR services is phenomenal. Major business process outsourcers, such as ACS, as evidenced from this nomination, see significant cost savings when outsourcing their contact automation which helps makes their engagements more profitable."
About ContactCenterWorld.com and the 3rd Annual Contact Center World Awards
ContactCenterWorld.com is the worlds leading online magazine, conference & awards company and is a provider of global benchmarking studies. With over 110,000 members, ContactCenterWorld.com created the unique awards program in 2006 and recognizes the very best in the world through these exciting events held around the world. Visit ContactCenterWorld.com at www.ContactCenterWorld.com
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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