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	<title>What's New With Shared IVR Services</title>
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	<description>by Contact Solutions</description>
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		<title>What's New With Shared IVR Services</title>
		<link>http://contactsolutions.wordpress.com</link>
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			<item>
		<title>Message to CFO’s: Do the Math, Go “On Demand”</title>
		<link>http://contactsolutions.wordpress.com/2009/11/25/message-to-cfo%e2%80%99s-do-the-math-%e2%80%93-go-%e2%80%9con-demand%e2%80%9d/</link>
		<comments>http://contactsolutions.wordpress.com/2009/11/25/message-to-cfo%e2%80%99s-do-the-math-%e2%80%93-go-%e2%80%9con-demand%e2%80%9d/#comments</comments>
		<pubDate>Thu, 26 Nov 2009 03:05:17 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=206</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=206&subd=contactsolutions&ref=&feed=1" />]]></description>
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			<media:title type="html">contactsolutions</media:title>
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		<item>
		<title>Keep it Simple, Silly</title>
		<link>http://contactsolutions.wordpress.com/2009/11/09/keep-it-simple-silly/</link>
		<comments>http://contactsolutions.wordpress.com/2009/11/09/keep-it-simple-silly/#comments</comments>
		<pubDate>Mon, 09 Nov 2009 22:05:51 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[IVR Technology]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=199</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=199&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/11/09/keep-it-simple-silly/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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	</item>
		<item>
		<title>Personalized IVR: the Holy Grail of Contact Automation</title>
		<link>http://contactsolutions.wordpress.com/2009/10/28/personalized-ivr-the-holy-grail-of-contact-automation/</link>
		<comments>http://contactsolutions.wordpress.com/2009/10/28/personalized-ivr-the-holy-grail-of-contact-automation/#comments</comments>
		<pubDate>Wed, 28 Oct 2009 19:42:50 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Contact Automation]]></category>
		<category><![CDATA[IVR]]></category>
		<category><![CDATA[Self-service]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=193</guid>
		<description><![CDATA[Have you heard about “personalized IVR”? If you don’t outsource your contact automation to Contact Solutions, I’m betting the answer is a resounding “Huh?”
Personalized IVR takes contact automation miles further than “listen carefully as our menu options have changed.” I’ll give you some examples. First, personalized IVR can be used to target certain customers and [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=193&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/10/28/personalized-ivr-the-holy-grail-of-contact-automation/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<item>
		<title>It&#8217;s the 4th Quarter, Folks</title>
		<link>http://contactsolutions.wordpress.com/2009/10/19/its-the-4th-quarter-folks/</link>
		<comments>http://contactsolutions.wordpress.com/2009/10/19/its-the-4th-quarter-folks/#comments</comments>
		<pubDate>Mon, 19 Oct 2009 16:25:46 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Contact Automation]]></category>
		<category><![CDATA[Contact Centers]]></category>
		<category><![CDATA[Continuous Improvement]]></category>
		<category><![CDATA[IT Organization]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=187</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=187&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/10/19/its-the-4th-quarter-folks/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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	</item>
		<item>
		<title>Reverse CTI saves money&#8230;.and keeps your customers from screaming at you</title>
		<link>http://contactsolutions.wordpress.com/2009/09/29/reverse-cti-saves-money-and-keeps-your-customers-from-screaming-at-you/</link>
		<comments>http://contactsolutions.wordpress.com/2009/09/29/reverse-cti-saves-money-and-keeps-your-customers-from-screaming-at-you/#comments</comments>
		<pubDate>Tue, 29 Sep 2009 21:11:12 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=184</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=184&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/09/29/reverse-cti-saves-money-and-keeps-your-customers-from-screaming-at-you/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<item>
		<title>Disaster Recovery &#8211; Are You Prepared for the Worst?</title>
		<link>http://contactsolutions.wordpress.com/2009/09/28/disaster-recovery-are-you-prepared-for-the-worst/</link>
		<comments>http://contactsolutions.wordpress.com/2009/09/28/disaster-recovery-are-you-prepared-for-the-worst/#comments</comments>
		<pubDate>Mon, 28 Sep 2009 15:04:07 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Contact Centers]]></category>
		<category><![CDATA[Disaster Recovery]]></category>
		<category><![CDATA[Federal Government]]></category>
		<category><![CDATA[State Government]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=178</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=178&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/09/28/disaster-recovery-are-you-prepared-for-the-worst/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<item>
		<title>Per BusinessWeek, &#8216;Trust&#8217; is the new message&#8230;.lucky for us, it&#8217;s true</title>
		<link>http://contactsolutions.wordpress.com/2009/09/22/171/</link>
		<comments>http://contactsolutions.wordpress.com/2009/09/22/171/#comments</comments>
		<pubDate>Tue, 22 Sep 2009 19:37:05 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Contact Automation]]></category>
		<category><![CDATA[Continuous Improvement]]></category>
		<category><![CDATA[Cost Savings]]></category>
		<category><![CDATA[IVR]]></category>
		<category><![CDATA[ROI]]></category>
		<category><![CDATA[Self-service]]></category>
		<category><![CDATA[Shared IVR Services]]></category>
		<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=171</guid>
		<description><![CDATA[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 &#8220;increasing numbers of consumers distrust business as a whole&#8220;, therefore, companies across the board are marketing their ‘trustworthiness.’
That makes sense to us.  Due to our [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=171&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/09/22/171/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<title>IVR Market Fueled by VXML Technology – Fact or Hooey?</title>
		<link>http://contactsolutions.wordpress.com/2009/09/16/ivr-market-fueled-by-vxml-technology-%e2%80%93-fact-or-hooey/</link>
		<comments>http://contactsolutions.wordpress.com/2009/09/16/ivr-market-fueled-by-vxml-technology-%e2%80%93-fact-or-hooey/#comments</comments>
		<pubDate>Wed, 16 Sep 2009 16:26:07 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[IVR]]></category>
		<category><![CDATA[Shared IVR Services]]></category>
		<category><![CDATA[VXML]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=167</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=167&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/09/16/ivr-market-fueled-by-vxml-technology-%e2%80%93-fact-or-hooey/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<title>Making &#8216;Name and Address&#8217; Speech Apps Better</title>
		<link>http://contactsolutions.wordpress.com/2009/09/14/making-name-and-address-speech-apps-better/</link>
		<comments>http://contactsolutions.wordpress.com/2009/09/14/making-name-and-address-speech-apps-better/#comments</comments>
		<pubDate>Mon, 14 Sep 2009 21:30:45 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=165</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=165&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/09/14/making-name-and-address-speech-apps-better/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<title>SpeechTech Market Leader &#8216;Winner&#8217; &#8211; A big whoop or no?</title>
		<link>http://contactsolutions.wordpress.com/2009/08/28/speechtech-market-leader-winner-a-big-whoop-or-no/</link>
		<comments>http://contactsolutions.wordpress.com/2009/08/28/speechtech-market-leader-winner-a-big-whoop-or-no/#comments</comments>
		<pubDate>Fri, 28 Aug 2009 14:07:49 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=162</guid>
		<description><![CDATA[So we won an award &#8211; no big whoop, right? 
Well, here’s what’s relevant about being named The Winner of SpeechTech&#8217;s Self-Service (inbound and outbound IVR) category?
First, it was not based on advertising spend &#8211; 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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=162&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/08/28/speechtech-market-leader-winner-a-big-whoop-or-no/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<item>
		<title>What to look for in stock picks (i.e. great companies): efficiency</title>
		<link>http://contactsolutions.wordpress.com/2009/08/03/what-to-look-for-in-stock-picks-i-e-great-companies-efficiency/</link>
		<comments>http://contactsolutions.wordpress.com/2009/08/03/what-to-look-for-in-stock-picks-i-e-great-companies-efficiency/#comments</comments>
		<pubDate>Mon, 03 Aug 2009 15:23:04 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=160</guid>
		<description><![CDATA[In a recent issue of BusinessWeek, Robert Zagunis, chairman of the investment committee at Jensen Investment Mgmt, noted themes he&#8217;s looking for as he evaluates specific stock opportunities.  &#8221;One theme for us is efficiency &#8211; businesses looking to outsource functions that someone else can do a lot better than they can internally&#8221;.
We couldn&#8217;t agree more.  Efficiently [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=160&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/08/03/what-to-look-for-in-stock-picks-i-e-great-companies-efficiency/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<title>In July Contact Solutions set a record for customer savings</title>
		<link>http://contactsolutions.wordpress.com/2009/08/03/in-july-contact-solutions-set-a-record-for-customer-savings/</link>
		<comments>http://contactsolutions.wordpress.com/2009/08/03/in-july-contact-solutions-set-a-record-for-customer-savings/#comments</comments>
		<pubDate>Mon, 03 Aug 2009 14:59:22 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=157</guid>
		<description><![CDATA[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 [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=157&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/08/03/in-july-contact-solutions-set-a-record-for-customer-savings/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<title>How great companies keep great people!  The CARE Award</title>
		<link>http://contactsolutions.wordpress.com/2009/07/27/how-great-companies-keep-great-people-the-care-award/</link>
		<comments>http://contactsolutions.wordpress.com/2009/07/27/how-great-companies-keep-great-people-the-care-award/#comments</comments>
		<pubDate>Mon, 27 Jul 2009 17:22:03 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=155</guid>
		<description><![CDATA[All great companies have this in common; great people. How do you recruit and retain great people? A positive work environment is essential of course, but another way is offering great benefits. Contact Solutions believes in hiring the best possible talent, so our customers get the best possible results – and that approach is paying [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=155&subd=contactsolutions&ref=&feed=1" />]]></description>
		<wfw:commentRss>http://contactsolutions.wordpress.com/2009/07/27/how-great-companies-keep-great-people-the-care-award/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">contactsolutions</media:title>
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		<item>
		<title>Type II SAS70 audit and the Payment Card Industry (PCI) standards</title>
		<link>http://contactsolutions.wordpress.com/2009/07/15/type-ii-sas70-audit-and-the-payment-card-industry-pci-standards/</link>
		<comments>http://contactsolutions.wordpress.com/2009/07/15/type-ii-sas70-audit-and-the-payment-card-industry-pci-standards/#comments</comments>
		<pubDate>Wed, 15 Jul 2009 13:44:15 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
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		<guid isPermaLink="false">http://contactsolutions.wordpress.com/?p=153</guid>
		<description><![CDATA[Security and internal controls are top concerns at Contact Solutions.  Our security policies and internal processes and controls have been reviewed and verified by two independent audit firms against both a Type II SAS70 audit and the Payment Card Industry (PCI) standards.  The results are positive and have earned Contact Solutions PCI certification and a [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=153&subd=contactsolutions&ref=&feed=1" />]]></description>
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		<title>100% projected growth attributed to &#8216;put your money where your mouth is&#8217; approach per ASR News</title>
		<link>http://contactsolutions.wordpress.com/2009/07/13/100-projected-growth-attributed-to-put-your-money-where-your-mouth-is-approach-per-asr-news/</link>
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		<pubDate>Mon, 13 Jul 2009 16:49:21 +0000</pubDate>
		<dc:creator>contactsolutions</dc:creator>
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		<description><![CDATA[Contact Solutions showed a revenue growth of almost 50% from 2007 to 2008, and claims to be on target to achieve almost 100% growth in 2009.  They are currently running 50 million calls per month and are projecting to be at over a 1 billion annual call rate in the next year.  This is in [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=contactsolutions.wordpress.com&blog=2116874&post=151&subd=contactsolutions&ref=&feed=1" />]]></description>
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