Contact Solutions Continues Growth Trajectory, Hitting 2-Billion Call Mark with Focus on Continuous Improvement

Company doubles call volume in less than 18 months; attracts world-class investor despite troubling economy; improves quality of IVR solutions for customers and saves them millions

RESTON, Va.--(BUSINESS WIRE)-- Contact Solutions, Inc., a leading provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, today announced that the company has doubled its call volume to 2 billion over the past 18 months, a strong indicator of not only strength during the recession but also that it continues to offer world-class service that allows its customers to provide superior customer service to the end user.

The company, which began offering IVR services to companies across the United States in 2002, reached the 1 billion call mark in 2009 and doubled that amount in less than 18 months, said Paul Logan, Contact Solutions CEO.

“This achievement is about much more than the number of calls,” he said. “We have helped all of our customers get through a very rough economic time by helping them reduce operating costs through increased utilization of self-service solutions to automate their customers’ inquiries and other activities.

“When we build an IVR solution for our customer, we make an ongoing commitment to helping the customer improve that solution,” said Logan. “We continuously analyze it to find ways to optimize existing capabilities and identify new automation opportunities with the end goal of creating a solution that saves money while improving the customer experience, which is vitally important in today’s competitive marketplace.”

Contact Solutions, which creates powerful and repeatable on-demand IVR processes and applications for clients in the government and enterprise markets, also launched SMS and e-mail solutions for its customers this past year. The company optimizes clients' contact automation solutions through the development, monitoring and improvement of IVR applications for banking, insurance, federal, state and local programs, healthcare, utilities and pharmaceutical segments, among many others.

Cost savings are realized when a company can offer an IVR solution that works well enough to decrease the number of calls transferred to a live agent, thereby reducing labor and infrastructure costs and decreasing call duration to reduce usage costs.

The company recently received investment funding from North Bridge Growth Equity (NBGE), a leading growth equity firm that invests in technology and technology-enabled services companies, which said that the company’s growth during a recession is proof of the value Contact Solutions brings to customers.

“We strongly believe in the Contact Solutions’ continuous improvement model which creates robust, scalable IVR solutions for customers and makes an ongoing commitment to monitor, analyze and improve those systems,” said NBGE Managing Director Doug Kingsley. “The model, which is unique in that it simultaneously increases both automation and customer satisfaction, sets the company apart in the market, which is proved out by the tremendous recent growth during a recession.

“Contact Solutions is one of the most exciting investments we have seen, and has the opportunity to re-invent it industry,” Kingsley continued.

About Contact Solutions

Contact Solutions, Inc., is headquartered in Reston, Va., and delivers on-demand contact automation solutions including IVR, email/text messaging and web transactions, and call center analytics. Founded in 2002, Contact Solutions’ core business is to ensure its clients’ self-service automation rates continue to increase well after the initial deployment. With its game-changing Continuous Improvement Practice and world-class IVR hosting facilities, Contact Solutions is incentivized to continually find new contact center savings for clients. By continuously identifying, implementing, and monitoring inbound/outbound notification solutions, Contact Solutions consistently raises the bar on customer savings by reducing live-agent costs and stepping up the end-user experience.

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