Contact Solutions Named 2012 Market Leader by Speech Technology Magazine

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Company recognized for its depth of product functionality and customer satisfaction

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Our ten-year commitment to continuous improvement has made Contact Solutions highly proficient in understanding where and when speech recognition can be used most effectively to improve customer experience and solution performance.

Contact Solutions, a leading provider of cloud-based customer self-service solutions, has been named a 2012 market leader in the “Speech Self-Service Suite” category by Speech Technology magazine. Analysts recognized Contact Solutions for high customer satisfaction, resulting from continuous improvement services included in its speech solution. The company was awarded high scores for customer satisfaction, variety of delivery methods, and depth of functionality.

“Our ten-year commitment to continuous improvement has made Contact Solutions highly proficient in understanding where and when speech recognition can be used most effectively to improve customer experience and solution performance,” said Paul Logan, Contact Solutions CEO.

Contact Solutions’ speech self-service offering includes patented technology and its award-winning Continuous Improvement Methodology that delivers a more personalized customer experience. Unique software automatically analyzes caller behavior and adapts in real time to create a better customer experience during self-service interactions. Captured information is also used on future calls to personalize the caller experience and help enterprises effectively manage self-service solutions to reduce the cost of call center operations.

Dan O’Sullivan, Principal Technologist at Contact Solutions and creator of Adaptive Audio, will be speaking about the importance of prompting and real time adaptive technologies for customer self-service at the upcoming SpeechTEK conference at the Marriott Marquis in New York City on August 15th at 2:45pm.

In addition, the company recently announced the industry’s first-ever Continuous Improvement Guarantee of customer experience and cost savings, as well as a new Continuous Improvement Consulting arm. Backed by firm financial incentives, the Continuous Improvement Guarantee ensures Contact Solutions’ clients will achieve performance improvements in their call centers based on increased customer experience scores and higher automation rates compared to benchmarked results.

Download a reprint of the Speech Technology magazine Speech Self-Service Suite Market Leaders article.

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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Margaret Brown

John Hibel
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