Tag Archives: Contact Solutions

Contact Center Technology Modernization Critical for Improved Citizen Engagement, According to New Study

PRESS RELEASE: Contact Solutions, A Verint® Company announced the findings from a study examining the needs of citizens and employees in today’s state agency contact centers. The Citizen Engagement Modernization in the State Contact Center study—which identifies opportunities for contact center technology modernization in the future—was commissioned by Contact Solutions in collaboration with the Governing Institute and the Center for Digital Government, and involved surveying 129 state and government professionals. Continue reading Contact Center Technology Modernization Critical for Improved Citizen Engagement, According to New Study

Contact Solutions Completes Acquisition of NexxPhase

PRESS RELEASE: Contact Solutions, a leading provider of cloud-based customer engagement solutions improved by business intelligence announced it has acquired NexxPhase, a wholly owned subsidiary of business process outsource provider NexxLinx. NexxPhase is a cloud-based provider of virtual customer engagement solutions that rapidly integrate communication channels, customer interactions, and back-office systems. Continue reading Contact Solutions Completes Acquisition of NexxPhase

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

PRESS RELEASE: Contact Solutions announced the launch of Adaptive Personalization, a new multi-layered personalization solution driven by behavior-based business intelligence and predictive analytics. Traditional IVR treats every caller the same way, regardless of individual preferences or behavior. Such impersonal service leads to frustration and negative brand perception at a critical point in the customer experience. The new solution creates highly personalized and effortless customer care experiences within the IVR that fully reflect customer behaviors and preferences. Continue reading Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

Contact Solutions’ Adaptive Fraud Prevention Solution Provides Multi-Layered, Proactive IVR Based Fraud Management for Contact Centers

PRESS RELEASE: Payment processors, card program managers, and large financial service institutions now have a new way to fight fraud. Adaptive Fraud Protection, available today from Contact Solutions, is a multi-layered, proactive fraud management solution that recognizes and stops fraudsters and nuisance callers before they create havoc in the contact centre, while improving overall authentication processes and the customer experience. Continue reading Contact Solutions’ Adaptive Fraud Prevention Solution Provides Multi-Layered, Proactive IVR Based Fraud Management for Contact Centers

Contact Solutions Releases Results of Survey Examining the Silos in Mobile Customer Care

PRESS RELEASE: Contact Solutions, a leading provider of cloud-based and mobile customer self-service solutions, today released the results of a breakthrough mobile survey, “What Can I Do For U?” The survey, conducted in late 2013 and taken by more than 1,200 consumers, set out to examine customer satisfaction and adoption rates of mobile customer service tools. Continue reading Contact Solutions Releases Results of Survey Examining the Silos in Mobile Customer Care