Contact Solutions Announces Record-Breaking Call Volume of 106.9 Million Minutes

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Firm’s focus on personalization, business intelligence, and targeted industry solutions fuels growth.

Contact Solutions, a leading provider of cloud-based customer self-service solutions, today announced a record-breaking call volume exceeding 106.9 million minutes during July 2013. The single-month volume milestone eclipsed the previous record by 7.3 percent, and propelled year-to-date call volume more than 13 percent above the same period last year.

July’s record-setting performance was driven by new customer acquisition and recent additions to the Contact Solutions’ product portfolio, including a new offering tailored to the prepaid industry and the release of Adaptive Solutions, a patented combination of personalization technology and business Intelligence for self-service interactions.

Adaptive Solutions creates a highly personalized experience by using caller behavior data to tailor each call to the needs of 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,” said Michael Boustridge, President and CEO of Contact Solutions. “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.”

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

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Genesis Kobos

Jennifer Tramontana
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