September 07, 2012
Frost & Sullivan Recognizes Hosted IVR Firm Contact Solutions for Robust Growth
By Tracey E. Schelmetic
While once upon a time, interactive voice response (IVR) solutions came in a box that collected dust in your IT room and were about as flexible as a steel grinder, this is no longer the case. IVR is more of a service today than a physical piece of equipment, and the result has been that companies are able to add flexible, customizable IVR solutions that cost little up front and can save firms both money and time in configuring and maintaining the solution.
Self-service solutions provider Contact Solutions is announcing this week that it was recognized in an annual report by analyst firm Frost & Sullivan (News - Alert). The report examines the contact center market and the solutions of quality designed to support contact center operations.
Contact Solutions, whose IVR product enables personalized customer self-service solutions for call centers, was recognized for its leadership position and expanding market share relative to its competition.
The Frost & Sullivan report, published last month, reviews the state of the 2011 North American hosted contact center market. Segments covered include hosted IVR, hosted automatic call distributor (ACD), hosted chat, hosted outbound customer contact and hosted agent performance optimization (APO) applications.
Contact Solutions was recognized for its growth in the contact center marketplace: the company grew nearly twice as fast as the contact center market in 2011 and is firmly established as one of the top five competitors in the hosted IVR market after having leapfrogged a large competitor last year.
Contact Solutions gained more points of market share in 2011 than any of the top 20 vendors, and more than the top four competitors combined, the Frost & Sullivan report found.
“Markets reward companies that solve problems and provide excellent value and this report shows that Contact Solutions is delivering on both fronts,” said Paul Logan, Contact Solutions president and CEO. “Clients are migrating to Contact Solutions for the innovative self-service solutions that save money and improve the customer experience, and our roadmap for new offerings will provide clients even more value in 2012 and beyond.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Braden Becker