Frost & Sullivan (News - Alert) recently completed a detailed analysis of the hosted integrated voice response (IVR) applications market and awarded Contact Solutions with the 2011 North America Frost & Sullivan Award for Product Differentiation Excellence. Contact Solutions Customer Experience (CX) is based on its Continuous Improvement (CI) practice methodology that provides customers with both actual and projected customer experience performance improvement and cost-saving calculations.  

In a release, Frost & Sullivan Industry Analyst Brendan Read said, "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. Contact Solutions CX enables companies to accurately determine and check their IVR performance against both internal yardsticks and industry best practices."

CX defines the customers' actual and perceived abilities in order to obtain information and services from IVR systems during interactions, instead of simply detecting IVR call completion rates. CX also focuses on the value customers place on ease and efficiency in meeting their goals, their reasons for using the systems and their future applications. Contact Solutions has developed specific IVR products for financial services, government, healthcare and transportation industries. The company also specializes in customizing its IVR solutions to individual company requirements.  The Contact Solutions team is made up of a number of experts that discovers, evaluates and understands businesses' competitive milieus, objectives, priorities, practices, and processes, based on CI practice and methodology.  

Read went on to say, "Contact Solutions' products help companies make better decisions regarding quality by delivering timely, actionable, comprehensive and analyzed information and reports. 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."