Executive Savings Dashboard and Recommendation Report

Contact Solutions has launched an actionable report for our client’s executives: The Continuous Improvement Recommendation Report.
This new, powerful tool, focuses on Continuous Improvement recommendations for applications that, once implemented, will improve the customer experience and/or save our clients money. Applications are grouped together so executive see the applications they are responsible for via secure login [...]

Message to CFO’s: Do the Math, Go “On Demand”

Are you still operating an on-premise solution for IVR, email / text messaging or web transactions? Need a compelling argument to take to your CFO so you can switch to a hosted solution? Then read this post and when you’ve finished, email this to your CFO, marked URGENT.
We’ll start with one fact your CFO already [...]

Keep it Simple, Silly

My daughter, taught by her Kindergarten teacher not to use the other ‘S word’, recently scolded me for calling something ‘stupid’, so we’ll stick with ‘silly’ lest she physically unpeel herself from the Sponge Bob video long enough to read my blog.
I just got back from VoiceCon 2009. I saw many interesting exhibits, sessions and [...]

It’s the 4th Quarter, Folks

It’s the fourth quarter of the year.
For IT departments that historically means spending the last of your current year’s budget and planning your spending for next year in the hopes that you’ll actually have money to spend. Nevertheless, with a long economic recovery in sight, experts expect to see further delays in IT spending in [...]

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 [...]

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 [...]

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 [...]

SpeechTech Market Leader ‘Winner’ – A big whoop or no?

So we won an award – no big whoop, right? 
Well, here’s what’s relevant about being named The Winner of SpeechTech’s Self-Service (inbound and outbound IVR) category?
First, it was not based on advertising spend – we spend a fraction of our billion-dollar peers vying for the award.   We were The Winner because, well, we actually won. 
We got the highest marks in 4 [...]

What to look for in stock picks (i.e. great companies): efficiency

In a recent issue of BusinessWeek, Robert Zagunis, chairman of the investment committee at Jensen Investment Mgmt, noted themes he’s looking for as he evaluates specific stock opportunities.  ”One theme for us is efficiency – businesses looking to outsource functions that someone else can do a lot better than they can internally”.
We couldn’t agree more.  Efficiently [...]

In July Contact Solutions set a record for customer savings

For the month of July, we set a record for contacts processed in a single month and surpassed our previous best by over 300,000.  That means 300,000 fewer calls our customes had to take with live agents (big savings!). 
Proof that the attention to detail, driven by our Continuous Improvement Methodology, is savings our clients more and [...]