Contact Solutions On-Demand IVR Services Automate Over One Billion Calls, Generating Millions in Savings

Company's Continuous Optimization and Rapid Deployment Enable Significant Cost
savings for Customers
RESTON, Va.--(Business Wire)--
Contact Solutions, a leading On-Demand IVR services provider, announced today
that it credits its rigorous Continuous Improvement Methodology and rapid
deployment capabilities for helping process over one billion calls, generating
quantifiable cost savings for its customers in today's challenging economic
times. The company estimates it has saved nearly $100 million in costs for its
clients, which include some of the largest Fortune 500 and Public Sector contact
centers in the United States.

"The recession and need to reduce operating costs are driving all types of
organizations- enterprises, government, higher-education and non-profits - to
increase utilization of self-service solutions to automate inquiries and other
activities," said Donna Fluss, president of DMG Consulting LLC. "Building an
effective IVR solution is an ongoing process that involves continuous analysis
to find ways to optimize existing capabilities and identify new automation
opportunities. While it`s important to cut costs, it`s just as important to
consistently deliver an outstanding customer experience in all channels,
including IVR. The hosted/managed service IVR sector, including vendors like
Contact Solutions, provides the infrastructure, tools and services that allow
organizations to rapidly realize these benefits without tying up scare capital
and resources."

Optimization Service Driving New Customer Savings

Contact Solutions` Continuous Improvement Methodology, a standard offering for
every client application, includes the monitoring and auditing of applications
on a regular basis to provide a closed-loop view of IVR performance, from dial
tone to a completed transaction. The company proactively identifies automation
and customer experience improvements on an on-going basis. This consultative
process, part of the company's unique hosted service offering, continuously
raises the bar on customer savings; in fact, some clients have saved millions of
dollars by implementing the company`s expert recommendations.

"We are thrilled to have automated over a billion calls for our customers,
driving millions of dollars in new savings for them by following this proactive
process for every application we launch," said Paul Logan, CEO of Contact
Solutions. "We have a dedicated Continuous Improvement organization that
collaborates directly with clients and partners. Its sole focus is to
consistently automate more calls, improve the customer experience and find net
new savings for our customers - an invaluable service in these economic times,"
added Logan.

Rapid Deployment Enabling Faster ROI

Contact Solutions` recent growth is due in part to its ability to quickly deploy
hosted IVR applications, including those that require speech technology. For
example, a sudden rise in unemployment claims recently overwhelmed a Southern
state agency whose on-premise IVR could not handle the increased call volume.
The state did not want its recently unemployed citizens and those filing for
unemployment insurance to receive a busy signal or receive what would be
perceived as poor service. Contact Solutions` On-Demand IVR Services were
deployed in a matter of weeks to handle the additional call volume and helped
ease the transition for those recently unemployed.

"These are challenging times for many people, especially for those who are
recently unemployed," said Logan. "By ensuring the telephone self-service
process is as crisp and effective as possible and that every call gets through,
we are dedicated to helping make the transition a bit easier."

Proactively automating more calls while simultaneously increasing customer
satisfaction has proven to be very attractive to contact centers during the
economic crisis and is key to Contact Solutions recent growth. Contact Solutions
has launched over 300 applications across many vertical markets, including
government, financial services, transportation, and healthcare.

About Contact Solutions

Contact Solutions On-Demand IVR Services save contact centers millions of
dollars by continuously improving their contact automation while uplifting
customer satisfaction levels. Leveraging a world-class infrastructure and an
industry-leading hosted services approach around six distinct Centers of
Excellence, the company has helped the contact center industry redefine contact
automation standards. Large enterprises such as American Express, Delta
Airlines, Motorola and many public sector entities benefit from the company's
focused, cost-effective contact automation approach. Contact Solutions is based
in Reston, VA. Visit Contact Solutions at www.contactsolutions.com.

©2009 Contact Solutions, Inc. All rights reserved. All trademarks and company
names mentioned are the property of their respective owners.

Contact Solutions, Inc.
Ernie Cote, 703-581-6315

Copyright Business Wire 2009