Contact Solutions was recently awarded a gold medal for technology innovation by Contact Center World (CCW). David Scott, principal consultant for Contact Solutions, was in Las Vegas to accept the award for Contact Solutions. Here’s an interview CCW did with him after he was given the award.
Why did you enter the awards in the first place?
Contact [...]
Filed under: Contact Automation, Contact Centers, IVR | Tagged: award, contact center, technology innovation | Leave a Comment »
Elizabeth Herrell, Vice President & Principal Analyst, Forrester Research, said in a recent Speech Tech webinar that you need to consider an IVR upgrade if:
Current system is > 7 years old
Proprietary system
High costs to change or add new applications
Offer rigid touchtone menus
High cost for maintenance
Limited call handling capability
High opt-out rate by callers
Low customer satisfaction scores
It’s [...]
Filed under: Contact Automation, Continuous Improvement, Cost Savings, IVR, Shared IVR Services, Uncategorized | Tagged: Forrester Research, IVR | Leave a Comment »
During the 2008 fall hurricane season, the backend database that provides state of Louisiana callers with up-to-date information, was rendered out of service. The building landlord in Louisiana claimed disaster status from Gustav and told our client they could not expect to get their equipment up and running for 30 days. CSI arranged to pick [...]
Filed under: Shared IVR Services, State Government | Leave a Comment »
