Solutions

Self Service Transactions

Many contact centers around the world utilize shared IVR services to optimize the self-service calling experience. Our experience shows that even one-tenth of one percent improvement in your automation levels can save your organization a substantial amount of money. And most companies we work with can save much more because the actual level of automation improvement is significantly higher. The cost for a domestic live agent to handle a call ranges from $.70 to $1.00; CSI shared IVR services typically cost about one-tenth of that ranging from $.07 to $.10 per minute.

The self-service IVR applications CSI has built are designed and implemented to ensure that the caller experience is improved first and foremost. Once the applications are designed and deployed, they are continuously monitored to ensure that we help our clients achieve even higher levels of automation and customer satisfaction. The applications CSI designs are customized to meet your exact requirements. We configure your IVR to accommodate anticipated peak activity, such as when benefits are due or during open enrollment periods.

For example, Contact Solutions' Credit/Debit Card Management application helps credit card holders and state food stamp and cash program participants check card balances, recent transactions, and other activity on their cards. By integrating directly with client database and management systems, our IVR application is able to provide real-time information to callers from any location.

Through IVR development, deployment, and on-going monitoring, we leverage our extensive experience to continuously improve your application based on actual caller experience with the IVR application. The ability to dynamically adapt to changing business requirements and tune solutions based on actual caller experiences is key to improving overall customer satisfaction and reducing costs.

Streamline Service with Integrated Data Options

All of our automated applications leverage the following features to seamlessly integrate with your management systems, match customer profiles to the right information, and ensure that calls are efficiently processed and routed:

• Transcription Services: Translate recorded caller voice data into raw text that can be used for analysis sorting and maintaining customer profiles.
• CSI Manager: Configure your IVR to accommodate frequent changes or seasonal open enrollment periods or promotional offers that only need to be active during certain parts of the year.
• Database integration: Incorporate transactional capabilities into the IVR system and enable callers to complete activities such as checking account balances or changing service options.
• Intelligent call routing: Route calls to appropriate live call agents based on skill set rather than first available.
• Computer-to-Telephony Integration (CTI): Allows data captured by the IVR (e.g. account number, date of birth, social security number, etc.) to be transferred to the live agent along with the call, which helps reduce live operator call time, defrays costs, and eliminates the need for callers to repeat information that already has been provided.