Contact Center Solutions Featured Article

Ontario Systems Releases Next-Generation Contact Management Service

October 24, 2012

A provider of accounts receivable management software and consulting services, Ontario Systems (News - Alert) has announced the release of Contact Savvy, the next-generation contact management service.

Rip Harris, developer of telephony product at Ontario Systems, noted that many customers are looking to move their IT to the cloud to reduce the cost and effort associated with managing their IT resources – especially their dialer.

 “Contact Savvy’s full integration with all OS applications reduces operational costs, increases agent efficiency, and enables a smooth transition from the premise dialer,” Harris added.

In addition to a hosted dialer, Contact Savvy features IVR and messaging capabilities fully integrated with the company’s FACS, Artiva and Collect Savvy applications. It also includes a consulting service, helping clients to analyze data and ensure they’re using efficient dialing strategies.

The company expects the design of this combined service solution will reduce the cost and effort required to operate telephony platforms, as well as provide the flexibility and expert advice that maximize contacts and ROI.

Additionally, Contact Savvy offers the benefit of advanced answering machine detection, automation on every port, and a scalable, redundant SIP infrastructure.

Company officials said the platform is now deployed and operational at several customer sites, including Convergent.

Convergent is an Ontario Systems client that specializes in healthcare revenue cycle management, collections and customer care outsourcing and commercial collections. “Our dialing technology has improved so substantially that we have to make only a fraction of the call attempts that we were dialing previously, with significantly improved results,” said Derek Whitaker, chief information officer at Convergent.

The connect rate has tripled and the increase in live answers has more than doubled, Whitaker said, adding that the company has also seen a significant improvement in its penetration rates using Contact Savvy’s bad number detection technology.

“We are detecting more than four times the number of calls that we would have unnecessarily redialed in the past,” he stated, “dropping our reorder average to just a few percent."

Last month, Ontario Systems received Payment Card Industry Data Security Standard (PCI (News - Alert) DSS) certification.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Watermark Consulting Study Reveals Business Value of a Great Customer Experience

For several years we have all heard how improving the customer experience has become a top priority of C-levels around the world, and that in a world of commoditization it is key to creating long-term sustainable competitive advantage. While this has been gospel for obvious reasons, it is always nice to have validation in the form of some statistics. This is precisely what customer experience advisory firm Watermark Consulting has done with its recent analysis of stock market returns which found… [ Read More ]
09/22/2014

Stalag Call Center?

I started thinking about Stalags a few weeks ago when I checked into a hotel with my wife. I pointed out a large call center across the street and my wife asked, "How do you know it is a call center? I don't see any signs saying that!" Her question hit me like a Mack truck. How did I know it was a call center? Were there any real clues or was I just clairvoyant? [ Read More ]
09/22/2014

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!