Contact Solutions Recognized for Technology Innovation Excellence

ContactCenterWorld.com recognized Contact Solutions as a North America finalist for Technology Innovation from a vendor for 2009.

Contact Solutions won the Gold Medal from ContactCenterWorld.com for Technology Innovation – Vendor in 2008. Since that time, Contact Solutions has made significant feature additions to its on-demand/shared IVR service offering to make its solution even more valuable for its public sector and commercial contact center customers. In 2008, Contact Solutions introduced the IVR Solutions Manager, an Internet-based solution that provides a means for contact center operators to track and manage their shared IVR applications in real time.

The first two tools available to customers in the IVR Solutions Manager are the Call Allocator and Outbound Campaign Manager. Call Allocator allows the contact center management to control the calls routed to multiple locations in real time via a web interface. This dynamic flexibility ensures that all of the customer’s resources are most effectively utilized. The Outbound Campaign Manager provides customers with multiple control features for their outbound campaigns.

This is another example of how Contact Solutions looks across the entire contact center lifecycle to find ways to save its contact center customers money. It’s a major plus for our customers that manage multiple contact centers and need to optimize call allocation during peak times. Very few companies that manage a contact center’s IVRs even do the basic stuff, such as peg counters. IVR Solution Manager gives Contact Solutions the opportunity to provide additional analytics services for its customers, which can lead to dramatic savings.