Power of Transactional Monitoring

A BPO running a Medicaid program for a state government customer was concerned about poor back end transaction performance resulting in a long delay for the caller.  They raised this as an issue during implementation with CSI as they could not identify any root cause.  On the first day of processing transactions, reports indicated a [...]

Another Benefit of Outsourcing

Customers who utilize shared IVR services reap the benefit of CSI’s unrelenting interest in improving their customer’s overall contact automation experience while enabling cost reductions.  Shared IVR services means customer can focus on their core competencies while trusting their IVR systems to the industry leader.  CSI’s Centers of Excellence ensure our customers are always on [...]

Staggering Financial Benefits

The financial benefits to shared IVR service customers can be far reaching… and in many cases often overlooked. For example, areas of cost savings may include:

Monthly System Maintenance

Redundancy & Disaster Recovery

Development Environment

Network Engineering

Applications Maintenance and Modifications

Project Management

Monitoring of Hardware, Applications and System Integrations

Reporting on the application results along with user trends

Monthly Facility Costs & [...]

Application Launched in Response to Katrina Has Grown

In the aftermath of Hurricane Katrina, we were tasked by one of our BPO partners to quickly create the LAHELPU IVR application to serve Louisiana residents by providing information on various state and Federal support programs. CSI was able to turn around an IVR for the state in less than two days.  The IVR immediately [...]