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IVR - Contact Solutions Acquires Software Technology Adaptive Audio
May 23, 2012

Contact Solutions Acquires Software Technology Adaptive Audio

By Anuradha Shukla, TMCnet Contributor

Reston-based Contact Solutions has acquired patented software technology Adaptive Audio that automatically analyzes caller behavior and creates a personalized self-service experience.

Adaptive Audio creator Daniel O’Sullivan has joined Contact Solutions as Principal Technologist following this acquisition.

Contact Solutions provides cloud-based customer self-service solutions. The company notes that this acquisition will improve customer self-service for millions of consumers.

“Adaptive Audio’s patented technology dovetails perfectly into our focus on customer experience and continuous improvement,” said Paul Logan, CEO of Contact Solutions.

Businesses often are challenged by Interactive voice response (IVR) systems that allow callers to interact at a one-size-fits-all pace of communication.

Adaptive Audio software allows callers to experience real customer service by enabling the IVR system to adapt to the behavior of the individual.

In addition to creating a superior customer experience this adaptive personalization cuts down call center operating costs by increasing utilization of customer self-service.

“We use personalization technologies today to improve customer experience and to increase usage of self-service,” said Logan. “Adaptive Audio provides innovative and unique technology our Continuous Improvement Practice will leverage to improve solution performance and, over time, take personalized self-service to an entirely new level.”

In his new role, O’Sullivan will lead his team to create more personalized customer service experiences across multiple channels and touchpoints.

“I am delighted to be joining a company so dedicated to continuous improvement of the customer experience,” said Daniel O’Sullivan. “As one of the largest providers of hosted self-service solutions in the country, Contact Solutions has the resources, expertise, and market presence to deliver a better self-service experience to tens of millions of consumers.”

Contact Solutions was in news earlier this year for partnering with InfoVoter, a nationally recognized leader in the development of election technologies.

Edited by Juliana Kenny

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