Contact Solutions Maintains Uninterrupted, High Quality Customer Service for Consumers Throughout Hurricane Sandy

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100% of Customer Self-Service Calls Successfully Completed during Historic Storm, Thereby Upholding Accessible, Helpful Service for Customers Amidst Turmoil

Contact Solutions, a leading provider of cloud-based customer self-service solutions, announced today that it successfully maintained its customer contact services for all clients and their customers despite the major power disruptions caused by Hurricane Sandy. In a commitment to providing the most consistent and secure customer self service, even amidst disaster, during the super storm Contact Solutions upheld systems at normal operating levels, and not a single customer service call was affected even while major web sites such as Weather.com and MarketWatch experienced delays and outages.

In addition, the company was able to help over 80 clients prepare for and respond to the hurricane by rapidly making modifications and customized updates to their hosted Interactive Voice Response (IVR) solutions. These changes kept customers better informed of hurricane-related issues such as service interruptions, flight delays, special emergency benefits, and temporary process changes.

According to Contact Solutions CEO Paul Logan, the lack of downtime can be attributed to the company’s personal attention and preparation for clients, especially leading up to and surrounding natural disasters or massive weather occurrences that can cause significant customer issues.

“Our commitment to helping our clients provide the very best customer service is paramount, and this becomes even more important during states of emergency,” said Logan. “We worked with customers in advance of Hurricane Sandy to quickly update both outbound and inbound IVR messages so that they could best relay valuable information to their consumers in their time of need.”

Contact Solutions operates four strategically placed data centers across the US in order to provide multiple layers of redundancy, and to ensure no single point of failure can cause disruption to service. Within the past year, Contact Solutions has upheld uninterrupted customer service for its clientele despite an earthquake, a hurricane and the third largest power outage in Virginia’s history.

For more information on Contact Solutions, please visit us at http://www.contactsolutions.com.

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About Contact Solutions
Contact Solutions invents real customer service. Our patented technology, optimized solutions and culture of continuous improvement deliver a more personalized customer experience. Guaranteed.

Our Continuous Improvement Methodology™ has improved the customer experience for every client — with an average CX rating increase of 27.4% — while lowering costs. This unique model quantifies the customer experience, enabling our clients to continuously improve performance and achieve ROI, year after year. Contact Solutions is one of the top five largest hosted IVR providers in North America and the recipient of the Frost & Sullivan Product Differentiation Award. For more, visit http://www.contactsolutions.com

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Jennifer Tramontana

Genesis Kobos
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