Hosted IVR

November 09, 2012

Contact Solutions Gives its Customers Uninterrupted Service throughout Hurricane Sandy

By Amanda Ciccatelli
TMCnet Web Editor

Hurricane Sandy barreled across the Northeast last week, causing millions of power outages in her destructive path. The massive amount of outages gave many businesses no choice but to shut down due to Sandy’s strength.

But, Contact Solutions, a provider of cloud-based customer self-service solutions, has successfully maintained its customer contact services for all clients and customers despite the power disruptions caused by Hurricane Sandy.

Contact Solutions operates four data centers across the United States in order to provide multiple layers of redundancy and ensure no single point of failure causes service disruption. Over the past year, it has upheld uninterrupted customer service for its customers despite massive weather impact.

“Our commitment to helping our clients provide the very best customer service is paramount, and this becomes even more important during states of emergency,” said Contact Solutions CEO Paul Logan, in a statement.

In a commitment to providing consistent customer self-service, even amidst a disaster, during Hurricane Sandy Contact Solutions kept its systems running at normal operating levels, and not a single customer service call was affected while other major websites including Weather.com and MarketWatch experienced delays and outages.

In addition, the company helped more than 80 clients prepare for the hurricane by making customized modifications and updates to hosted Interactive Voice Response (IVR) solutions. These changes kept customers informed of hurricane-related issues like service interruptions, flight delays, special emergency benefits and temporary process changes.

According to Logan, the lack of downtime is due to the company’s attention to and preparation for clients, especially surrounding weather occurrences that can cause significant customer issues.

 “We worked with customers in advance of Hurricane Sandy to quickly update both outbound and inbound IVR messages so that they could best relay valuable information to their consumers in their time of need,” Logan continued.

Contact Solutions has improved the customer experience for every one of its clients, with an average CX rating increase of 27.4 percent, while lowering costs. This unique model quantifies the customer experience, enabling clients to continuously improve performance as well as achieve ROI. 

Edited by Rachel Ramsey