SOURCE: Frost & Sullivan

November 16, 2011 08:00 ET

Frost & Sullivan Acknowledges Contact Solutions' Keen Focus on Blending Customer Experience With Product Performance

A Comprehensive Customer Experience Framework Supplies Actionable and Meaningful Insights for IVR Improvements

MOUNTAIN VIEW, CA--(Marketwire - Nov 16, 2011) - Based on its recent analysis of the hosted integrated voice response (IVR) applications market, Frost & Sullivan recognizes Contact Solutions with the 2011 North America Frost & Sullivan Award for Product Differentiation Excellence. The company's Customer Experience (CX) is based on its Continuous Improvement (CI) practice methodology that offers actual and projected customer experience performance improvement and cost-saving calculations. CI includes analytics-based insights from data and permits conducting "what if" scenarios to arrive at the right mix of IVR improvements.

CX identifies customers' actual and perceived abilities to obtain information and services from IVR systems during interactions, rather than simply detect IVR call completion rates. It focuses on the value customers place on ease and efficiency in meeting their goals, their reasons for using the systems, and their future applications.

Companies are increasingly realizing they need to give equal importance to both customer experience and cost reduction to compete effectively; their management of the IVR systems affects both elements. Users can either lower costs by automating responses and eliminating the need for live agent assistance, or improve customer satisfaction and experience by facilitating interactions. Contact Solutions' CX caters to both factors.

"Firms have long struggled to benchmark and improve their IVR system performance and productivity to encourage their customers to stay in and use them, and with this obtain cost-savings and service improvements, but have not always achieved the results they desire," said Frost & Sullivan Industry Analyst Brendan Read. "Contact Solutions CX enables companies to accurately determine and check their IVR performance against both internal yardsticks and industry best practices."

Contact Solutions can customize its IVR solutions to individual company needs and also has developed specific IVR products for financial services, government, healthcare and transportation industries. Contact Solutions has an expert team that discovers, evaluates and understands businesses' competitive milieus, objectives, priorities, practices, and processes, based on CI practice and methodology. The surveys, analysis, reporting and scorecarding in the CX are designed around clients' objectives and requirements.

"Contact Solutions' products help companies make better decisions regarding quality by delivering timely, actionable, comprehensive and analyzed information and reports," said Read. "CX scoring, backed by CI, can highlight issues such as poor grammar, misunderstanding callers' voice prompts, long menus, delays when transferring callers, and their information to live agents."

Contact Solutions has spared no efforts to educate the market about the CX solution, including addressing the issues it has been designed to resolve, as well as to provide information on its elements, operations and functions. The company has been showcasing the CX solution at various industry events and conferences and has even rolled out a couple of blog series on the CX before and after the launch.

As more companies look to increase their IVR automation and simultaneously improve customer experiences, which will lead to more of their customers using the technology, Contact Solutions is well positioned to address its clients' needs swiftly and cost effectively.

Each year, Frost & Sullivan presents this award to the company that demonstrates superior features and functionality, as well as quality and complexity. The company also exhibits high levels of customization, excellent product mix, and meets the requirements of its target market.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

Read more about this award.

About Contact Solutions

Contact Solutions provides industry-leading customer service by automating millions of customer interactions each day on behalf of our large enterprise and government clients. Our clients achieve superior lifetime ROI and higher customer experience ratings for their automated solutions because, for years after initial deployment, our unique Continuous Improvement Practice keeps raising the bar on performance. We systematically increase automation rates to lower costs and simultaneously provide our clients with the information they need to make data-driven business decisions that affect customer satisfaction. Our cloud-based multichannel platform supports customer interactions via hosted IVR, mobile web, SMS text messaging, email, fax, and web transactions. Contact Solutions is one of the top five largest hosted IVR providers in North America by market share, and received a 2011 Product Differentiation Excellence Award from Frost & Sullivan for our Customer Experience (CX) Framework.

About Frost & Sullivan

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