Cloud-based customer self-service solutions provider Contact Solutions recently announced that its call volume exceeded 106.9 million minutes during July 2013.
This single-month volume milestone represents a 13 percent year-over-year rise in call volume, the company said in a news statement.
With today’ customers seeking to take control of their transactions, an increasing number of companies across industries are embracing customer self service solutions in order to increase their customer satisfaction ratings. That Contact Solutions has facilitated an impressive 106 million minutes of customer self service in a single month is a proof of the efficacy of IVR technology-supported customer self service solutions that are designed to make the interaction between a company and its customers a knowledge-infused process. By allowing the enterprises to personalize their services to fit the unique needs of their customers, the customer self service solutions enable companies offer their customers the best and the smartest services.
But it is not the customers’ penchant for self service solutions alone that helped drive this result. It is the company’s business approach, which is focused on personalization, business intelligence, and development of specific industry-focused solutions. The company’s new product was tailored to the prepaid industry. According to Contact Solutions, three factors contributed to its growth in the recent months and they include an expansion of its product offering, release of a new technology and new additions to its clientele.
Its proprietary IVR solution, Adaptive Solutions, combines personalization technology and business intelligence for self-service interactions, helping drive growth for the company. In a news statement, Contact Solutions explained that Adaptive Solutions leverages business analytics to use caller behavior data to tailor each call to the needs of individual callers. In this way, the solution facilitates a highly personalized for the individual callers, dynamically and in real time.
Caller behavior data collected by Adaptive Solutions also provides actionable insights that enterprises can leverage to improve customer experience and to increase preference for self-service.
“We’re excited about surpassing the 100 million-minute mark, breaking our all-time monthly call volume record since our IVR cloud platform went live 10 years ago. Since then we have developed innovative new ways to operationalize business intelligence and take personalized self-service to new levels in IVR, mobile, and beyond,” president and CEO of Contact Solutions Michael Boustridge noted in a statement.
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