Contact Solutions First to Include Data-Driven Benchmarking, Analytics and Optimization of Customer Experience in Cloud-based IVR

LAS VEGAS--(BUSINESS WIRE)--Contact Solutions, a leading provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, today announced a new initiative to improve and manage Customer Experience (CX) and customer satisfaction levels in its hosted IVR solutions. A major enhancement to the company’s Continuous Improvement Practice (CIP), the new CX initiative allows Contact Solutions to truly benchmark, measure and analyze CX in conjunction with IVR performance and automation rates. This capability empowers Contact Solutions clients to make informed data-driven decisions that lead to better optimization of their IVR and better business results. The company is showcasing its CX Initiative and CIP at Call Center Week (Booth 10).

For nine years the company has focused its Continuous Improvement Practice on customer experience, contact center efficiencies and cost savings. The new CX initiative includes a comprehensive rating process based on actual caller experiences to score and report an IVR system’s CX performance. This rating system utilizes both surveys and analytical information to accurately measure whether the caller believes the experience was useful, easy to use and enjoyable while trying to achieve a goal. Contact Solutions uses this information to identify actions that will improve the IVR experience and increase the level of satisfaction for callers.

According to Paul Logan, Contact Solutions CEO, “American businesses lose more than $80 billion a year due to poor customer service. That loss creates a huge opportunity for improvement we can address because the IVR is such a high visibility, high volume point of customer interaction for most enterprises. This groundbreaking CX initiative makes Contact Solutions the first vendor to provide such a powerful tool for enterprises to recover some of that $80 billion of lost value by serving their customers better in the IVR.”

Justin Lemrow, Director of Continuous Improvement at Contact Solutions adds, “Enterprises have long used surveys to gather customer feedback. Surveys can do a good job of capturing customer perceptions, but surveys alone can’t match a caller’s perception with the details of what that caller actually experienced in the IVR. Without that direct link between perception and reality, enterprises had to rely on intuition and educated guesses to decide how to optimize performance of their IVR systems. Contact Solutions has solved that problem. Our CX initiative brings science to the art of customer experience management so our clients can make better business decisions.”

According to Ashwin Iyer, principal analyst at Frost & Sullivan research firm, “Enterprises struggle to benchmark and improve customer experience in the contact center, and don’t always get the results they want when they take action. With this new capability from Contact Solutions, executives will be able to accurately benchmark their IVR performance against similar applications across the industry. Once they know where they stand, they will have the data and analytics to guide and support decisions that affect customer experience and business results. This capability will be particularly valuable to executives in industries that experience high levels of customer churn, such as banking and service providers.”

About Contact Solutions

Reston, Virginia-based Contact Solutions delivers cloud-based, on-demand contact automation solutions including IVR, email/text messaging and web transactions, and call center analytics. The company’s core business is to ensure its clients’ self-service automation rates continue to increase well after the initial deployment. With its game-changing Continuous Improvement Practice and world-class IVR hosting facilities, Contact Solutions is incentivized to continually find new contact center savings for clients. By continuously identifying, implementing, and monitoring inbound/outbound notification solutions, Contact Solutions consistently raises the bar on customer savings by reducing live-agent costs, while maintaining exemplary customer experience and securing high customer satisfaction.