Hosted IVR Service Provider Contact Solutions Delivers Uninterrupted Service during Sandy
November 16, 2012
Contact Solutions, a U.S.-based hosted IVR service provider, is offering uninterrupted and high-quality service to customers affected by Hurricane Sandy. The hosted IVR service provider eliminates downtime of businesses by helping make modifications and offering customized updates to its hosted IVR solutions. It was informed of hurricane-related issues such as service interruptions, flight delays, special emergency benefits, and temporary process changes.
“Our commitment to helping our clients provide the very best customer service is paramount, and this becomes even more important during states of emergency,” said Contact Solutions CEO Paul Logan, in a statement. “We worked with customers in advance of Hurricane Sandy to quickly update both outbound and inbound IVR messages so that they could best relay valuable information to their consumers in their time of need.”
While most businesses in the East Coast were affected by Hurricane Sandy, Contact Solutions helped its clients uphold their systems at normal operating levels. According to the company, not a single customer service call was affected even while major Web sites such as Weather.com and MarketWatch experienced delays and outages.
The service is supported by four strategically placed data centers across the U.S. They provide multiple layers of redundancy, and ensure no single point of failure can cause disruption to service. Contact Solutions use patented Continuous Improvement Methodology to improve customer experience for every client --with an average CX rating increase of 27.4 percent while lowering costs.
In a related development in the industry, inContact, a provider of cloud contact center software and contact center agent optimization tools, has revealed that Superior Contact, a division of TelNet (News - Alert) Worldwide, will deploy the inContact cloud portfolio. The solutions not only optimize the cost and quality of customer interactions, but create new pathways to profit and ensure business growth.
Edited by Amanda Ciccatelli
Customer service has never been such a valuable business commodity as in today's connected
Our award-winning cloud contact center
platform handles over one billion calls per
year, with the highest published reliability
in the industry.
inContact inView powered by ClearView is a revolutionary, optimization solution engineered by call centers for call centers.
Does your IVR really hit the mark? Long handle times, high abandonment rates, and poor customer self-service options can have a direct impact to your bottom line.
3-Minute inContact Tour
Transform your customer care. Watch our product and company overview.
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.
Frost & Sullivan has over fifty years of experience as a global research organization.
Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.
Related content you may also be interested in…