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

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!