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

Businesses: Ignore the Customer Experience at Your Own Peril

The customer experience is a hugely vital part of any business operation. Whether the customer is a regular person at the retail level or a business at the consulting level, the kind of experience the customer has while dealing with a business will often frame that customer's reaction to the idea of doing business with that company in the future. So how do businesses get that perfect customer experience that keeps customers coming back for more? [ Read More ]
08/27/2014

Social CRM Isn't an Option

Since the emergence of social media as a pseudo-legitimate form of communication (I say pseudo because of the varied, sometimes questionable, uses of such platforms, and also because of the injection of advertising in them), the issue for businesses has been how to effectively integrate the social channel into their existing customer contact technologies. [ Read More ]
08/27/2014

Forecast Shows Increased Business Activity in Call Centers Market

Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, "Call Centers: A Global Strategic Business Report" has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe. [ Read More ]
08/26/2014

Hinduja Global Solutions Receives High Buyer Satisfaction Ratings

Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions, recently announced that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on the Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK Matrix Assessment 2014. HGS has also been positioned as a "Major Contender" in Everest Group's 2014 PEAK Matrix assessment. [ Read More ]
08/26/2014
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!