IVR

The hosted/managed service IVR market is attracting a lot of attention lately, as companies invest more amid the recession. As such, certain providers of those services are rising to the top.

 

On-demand IVR services provider Contact Solutions was recently recognized by DMG Consulting LLC, an advisory and consulting firm that specializes in contact centers and real-time analytics, for “significant growth”  largely  of its commitment to continuous improvement, the company announced.

 

DMG highlighted Contact Solutions in its Report,” released yesterday, as one of the top five Hosted/Managed Services IVR solution providers in North America. It’s reported notes that "Contact Solutions is known for being a great partner and for its commitment to continuous improvement; this is a standard part of its offering."

 

The report further highlights the importance of IVR optimization.

 

 "As DMG believes that IVR optimization is critical for the successful ongoing use of an IVR and for achieving high containment rates, it is important to find a vendor that works with users to continuously optimize the performance of their IVR."

 

The report notes the current recession has increased adoption rates for IVR. DMG expects a four-year CAGR of 13.4 percent for the hosted/managed inbound IVR sector and 18.7 percent for the outbound IVR segment.

 

DMG’s study addresses both inbound and outbound IVR sectors and related applications. It also examines leading and contending vendors, their offerings, underlying technology, functionality, market share, projections, pricing, benefits, return on investment (ROI), trends, challenges and planned investments.

 

Contact Solutions was one of seven Hosted/Managed Service vendors studied for the report. Of them the company reported the fastest average ROI at two to four months. Other vendors reported ROI payback periods of up to a year. The report also noted that Contacts Solutions has "very satisfied customers" and "rapid growth." Excerpts from the study are available here. Contact Solutions CEO Paul Logan attributes his company's background seeking continuous improvement for the report's high ranking.

"We built a business around increasing automation for our customers, finding new and icnremental savings for them on an on-going basis, Logan said in a tatement. "This report reinforces our belief that integrating our Continuous Improvement Methodology into our solutions is the key to our success, and the success of our customers."

As TMCnet recently reported, Contact Solutions announced it created real cost savings of nearly $100 million for its clients by deploying its Continuous Improvement Methodology to process more than 1 billion calls for its customers.