Contact Center Solutions Featured Article

Contact Solutions Infographic on IVR Cost Comparison Released

December 05, 2012

Contact Solutions unveiled an infographic that highlights the costs involved in using Interactive Voice Response (IVR) and the savings potential. Contact Solutions specializes in the provision of cloud-based customer self-service solutions.

The infographic offers details of a company’s monetary savings enabled by using the paid, IVR solutions offered by Contact Solutions compared to the free IVR services delivered by business process outsourcers.

To provide optimized customer service, Contact Solutions leverages its patented technology, methods and several improvement initiatives so that a personalized customer experience is delivered.

Its Continuous Improvement Methodology enhances the customer experience for clients significantly and cost effectively. The model used actually quantifies the customer experience, which helps clients to understand where improvements have to be made.

Customer service is considered bad when there’s are confusing automated self-service processes, long waits, and inexperienced representatives. Customers prefer a better integration between self-service and assisted service, said officials.

Contact Solutions creates IVR solutions specifically designed to reduce the dependence on the generally skilled agent queue. This enhances caller experience and enables a more cost-effective use of agents.

To achieve such a system the company creates highly personalized, secure IVR menus for clients to allow callers to complete the transaction without the need for an agent. Then an extensive skills-based routing feature is created that will enable a call to be routed directly to an agent pool with the right skills to complete the transaction quickly and effectively. 

In case callers fail to authenticate in the IVR or make errors at specific menus or prompts, the system can triage the call reason so that the most effective routing of that caller can occur. This results in less wait time and routing to the right representative.

The IVR created by the company enables these capabilities to complete transactions optimally. This in turn saves money for clients and keeps customers happy in the process.

Clients can continuously improve performance and achieve ROI successfully. Contact Solutions ranks among the top five largest hosted IVR providers in North America, and received the Frost & Sullivan (News - Alert) Product Differentiation Award. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014
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!