Contact Solutions Announces Web Tool that Helps Contact Centers Continually Improve Shared IVR Services Utilization
Tool Helps Contact Centers Best Allocate Call Volume in Peak Calling Times
Reston, VA (April 21, 2008) - Contact Solutions, the leader in contact automation, announced today that its IVR Solutions Manager is now generally available. This Internet-based solution provides a means for contact center operators to track and manage their shared IVR applications in real time. Contact Solutions offers the contact center industry’s most comprehensive shared IVR services offerings. By managing contact automation to the tenth of a percent, Contact Solutions works with its clients to continuously improve their contact center automation strategies which can lead to millions of dollars of savings.
The first two tools available to customers in the IVR Solutions Manager are the Call Allocator and Outbound Campaign Manager.
Call Allocator allows the contact center management to control the calls routed to multiple locations in real time via a web interface. This dynamic flexibility ensures that all of the customer’s resources are most effectively utilized.
The Outbound Campaign Manager provides customers with three different control features for their outbound campaigns:
Maximum Simultaneous Calls: to set the number of calls that will be delivered to the contact center as a result of transfers from the outbound campaign.
Campaign Status: to allow the customer to turn the campaign off and on at any point
Auto Open: to automatically begin generating calls upon receipt of a new dial file from the customer
IVR Solutions Manager is highly secure. Each customer-assigned user has a unique username and password to limit access to specific features, by individual.
Contact Solutions Chief Executive Officer Paul Logan said, ”This is another example of how Contact Solutions looks across the entire contact center lifecycle to find ways to save its contact center customers money. This is the biggest technical feature we've introduced to our shared IVR services this year. It’s a major plus for our customers that manage multiple contact centers and need to optimize call allocation during peak times.”
Logan said that the attention Contact Solutions gives to its IVRs is unparalleled in the contact center industry. “Very few people that manage a contact center’s IVRs even do the basic stuff, such as peg counters. IVR Solution Manager gives us the opportunity to provide additional analytics services for our customers, which can lead to dramatic savings.”
Logan also said that the solution fits in well with how Contact Solutions views the entire contact automation process. “We take a holistic approach at looking at the IVR and try to ensure that it is continuously improving from beginning to end. We have service level agreements with our clients and sometimes contact center operators need to make changes a dozen times a day. The ease of how our clients can now change IVR features from the web saves them a tremendous amount of time and money and integrates the IVR and contact center functions in a unique manner.”
About Contact Solutions
Contact Solutions (CSI) saves its clients millions of dollars by improving their contact automation significantly while uplifting customer satisfaction levels. Deploying time-tested shared IVR services, world-class IVR applications and procedures, and an industry-leading project management approach around six distinct
Centers of Excellence, the company has helped the contact center industry redefine contact automation standards while striving for continuous improvements. Large enterprises such as American Express, Delta Airlines, Motorola and many public sector entities benefit from the company's focused, cost-effective contact automation approach. Contact Solutions is based in Reston, VA. Visit Contact Solutions at
www.contactsolutions.com.
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