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Hosted IVR Service Provider Contact Solutions Delivers Uninterrupted Service during Sandy

November 16, 2012
By Rajani Baburajan, TMCnet Contributor

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



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