Reverse CTI saves money….and keeps your customers from screaming at you

It’s become common to have an Agent speak to a caller and THEN route them to an IVR. 
For example, when personal information is required for authentication purposes, but regulations prohibit the information from being communicated to a live agent the caller must be verified by an automated system.   Or, after an agent-assisted call, callers are routed [...]

Disaster Recovery – Are You Prepared for the Worst?

According to the Information Technology Services Research Laboratory and Call Center Research Laboratory at The University of Southern Mississippi, F.E.M.A. had only 209 call center staffers in days before Hurricane Katrina. The Agency needed more than 16,000 call center workers to meet the call demand, which was in the millions of calls each week following [...]

Per BusinessWeek, ‘Trust’ is the new message….lucky for us, it’s true

The current cover story in BusinessWeek is ‘100 Best Global Brands: The Great Trust Offensive’.  http://images.businessweek.com/ss/09/09/0917_global_brands/index.htm
Since we just ‘re-branded’ ourselves, the article caught our attention. It reports that recent polling shows “increasing numbers of consumers distrust business as a whole“, therefore, companies across the board are marketing their ‘trustworthiness.’
That makes sense to us.  Due to our [...]

IVR Market Fueled by VXML Technology – Fact or Hooey?

Recently we posted a  report by T3i on our web site that states that the phenomenal growth in the global IVR market is fueled (to the tune of $514 million by 2013) by the growth in VXML technology.
To which our CTO Mark Whittle said “that’s a lot of hooey.” Mark’s British. He uses words like [...]

Making ‘Name and Address’ Speech Apps Better

Contact Solutions has recently taken an unique approach to incorporating core name and address speech recognition technology into our platform.  This name and address technology typical resides in what are called Open Speech Dialog Modules (OSDM).   We have removed the dialog framework that drive OSDMs.  Instead  we have stripped out the core name and address [...]