Contact Solutions Creates Business Intelligence Gateway to Provide Clients with Deeper Understanding of Customers

Data analytics will aid businesses in identifying untapped potential of IVR and Mobile customer care data

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Oct 21, 2014, 08:00 ET

RESTON, Va., Oct. 21, 2014 /PRNewswire/ -- Contact Solutions, a leading provider of cloud-based customer care solutions improved by business intelligence, has released its Business Intelligence Gateway (BI Gateway), a new cloud-based analytics tool for to help Contact Solutions clients more deeply understand their customers' intent, behavior, and experience in their Interactive Voice Response (IVR) and mobile customer service environments.

Automated transactions, including self-service and agent interactions, like those that result from IVR and mobile apps, generate massive amounts of data that can provide insights to customer needs,—but only if the data is easy to access in a form that adds insight. The BI Gateway offers greater intelligence and visibility into customer self-service interactions, helping clients accurately monitor performance, assess and improve customer experience (CX), and identify cost savings opportunities.

BI Gateway is designed to help Contact Solutions' clients with immediate access to executive level and detailed performance dashboards with ability to drill down into the data, valuable standard operational reports, and self-serve BI capabilities – all delivered through a convenient web-based interface. Analysts, program managers, and operational business executives can leverage this convenient and user-friendly tool for strategic, routine, and ad hoc reviews of customer service activity to ensure they consistently give their customers what they want: effortless, convenient interactions; personalized customer experience; and quick and easy ways to resolve issues. It includes:

Self-Service BI: Custom reports from highly granular customer behavioral and transactional data unique to Contact Solutions' personalization technology
Dashboards: Executive-level insights on customer experience, self-service success rates, and automation performance
Managed Reports: Easily accessible standard performance reports, configurable to meet on-going operational and business needs

"The reports provide powerful information for us. We can log in and quickly see high-level volumes and details on the Home Page for more effective meetings, and the Dashboard is essential to tracking and reviewing this information," commented Heather Sommerville, VP of Commercial and Consumer Care, Treasury Management at Columbia Bank, a Contact Solutions client since 2010 and early beta user of the BI Gateway. "The ability to see the detail of how our customers are using the IVR helps us provide them with the very best service, as well as find ways to leverage the IVR to support more customer needs."

"The launch of the BI Gateway provides Contact Solutions' clients with direct access to reporting and analytics that have been driving our award-winning Continuous Improvement (CI) methodologies and customer experience metrics, for a dozen years, all packaged into an easy to use tool," said Michael McShea, SVP of Marketing and Product Management for Contact Solutions. "The BI Gateway is designed to help identify untapped potential for improving CX and increasing customer use of self-service, improving our clients' top and bottom line."

About Contact Solutions
At Contact Solutions, we believe customer care should be effortless for the customer and sustainable for the enterprise. Our cloud-based, voice and mobile customer care solutions reduce effort through highly personalized self-service and agent-assisted experiences, provided at the convenience of the customer. We use business intelligence to continually improve and optimize customer care so enterprises can achieve superior results at sustainable cost, while adapting quickly to rapidly changing customer demands.
www.contactsolutions.com

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SOURCE Contact Solutions