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IVR Service Provider: Contact Solutions Reaches Record Growth in 2011

By Amanda Ciccatelli, TMCnet Web Editor

Contact Solutions, a provider of cloud-based contact automation solutions, grew revenue by 15 percent in 2011, which, according to analyst estimates, is 60 percent faster than the IVR service provider market. In addition to solidifying its position among industry leaders, the company achieved multiple performance milestones during the year.

The company grew revenue faster than the hosted IVR service market, saved customers millions, and won an industry award for its Customer Experience Program. Contact Solutions provides customer service by automating millions of customer interactions each day on behalf of large enterprise and government clients. Its cloud-based multichannel platform supports customer interactions via hosted IVR, mobile Web, SMS text messaging, e-mail, fax, and Web transactions. By systematically increasing automation rates to lower costs, Contact Solutions clients are also provided with necessary information to make smart customer-based decisions.

 “We continuously improve the customer experience and transform call center processes all while reducing customer service expenses,” said Paul Logan, CEO of Contact Solutions, in a press release. “We continuously improve the customer experience and transform call center processes all while reducing customer service expense. Our clients continue to recognize tremendous value in what we offer far past the initial activation date as a result of our Continuous Improvement Program.”

In the past 10 years, Contact Solutions has continued to make positive changes as its team of improvement professionals regularly analyzes hundreds of solutions for opportunities to increase performance for years after a system goes live. Contact Solutions has launched a breakthrough methodology to measure, manage, and continuously improved contact center customer experience. The company received the prestigious Frost & Sullivan (News - Alert) Product Differentiation Excellence Award and has even delivered programs to benchmark IVR customer experience ratings.

Looking to make continual improvements, they have also identified nearly $20 million in new call center cost savings opportunities for existing customers and recommended over 1,500 continuous improvement modifications to enhance performance of existing customer IVR applications. 

Growth and Implementation is important to Contact Solutions as the company has deployed more than 80 new contact automation solutions for customers and set records for transaction volume in both IVR and SMS. Contact Solutions has even expanded its professional team by 35 percent and added a fourth secure data center.

Entering its 10th anniversary, Contact Solutions is doubling its office space in its Reston, Va., headquarters, and has plans to continue hiring aggressively well into 2012.

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