Contact Center Solutions Featured Article

Contact Solutions Recognized in Annual Frost & Sullivan Report for Improved Market Position and Spectacular Growth

September 10, 2012

In one of its reports, published last month, leading analyst firm, Frost & Sullivan reviewed the state of the 2011 North American hosted contact center market. Contact Solutions, a leading provider of cloud-based customer self-service solutions, has been recognized in this annual report.

The report covered various segments of North American hosted contact center market, including hosted IVR, hosted automatic call distributor (ACD), hosted chat, hosted outbound customer contact and hosted agent performance optimization (APO) applications.

Contact Solutions provides personalized customer self-service solutions for the call centers supporting companies across a variety of industries. Its cloud-based Interactive Voice Response (IVR) offerings are designed to both improve the customer experience and lower operating costs.

Based on an in-depth analysis of the vendor landscape, the research firm revealed Contact Solutions’ commanding position and expanding market share relative to its competition.

According to the report, Contact Solutions grew nearly twice as fast as the contact center market in 2011 and reinforced its position as one of the top five competitors in the hosted IVR market. Contact Solutions gained more points of market share in 2011 than any of the top 20 vendors, and more than the top four competitors combined.

“Markets reward companies that solve problems and provide excellent value and this report shows that Contact Solutions is delivering on both fronts. Clients are migrating to Contact Solutions for the innovative self-service solutions that save money and improve the customer experience, and our roadmap for new offerings will provide clients even more value in 2012 and beyond,” Contact Solutions president and CEO, Paul Logan, noted in a statement.

Few months back, Contact Solutions announced that it saved its clients more than $3 million of call center agent time. On June 1st the company provided customer self-service to 6.3 million consumers, avoiding the need to involve live customer service agents. The self-service was delivered through over 500 solutions deployed for large enterprise and government clients in prepaid cards, healthcare, banking, government, transportation, and other industries. This was the highest single day call volume in Contact Solutions' 10-year history.

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Edited by Brooke Neuman