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

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