Contact Solutions Creates Business Intelligence Gateway

Contact Solutions, a provider of cloud-based customer care solutions, has released its Business Intelligence Gateway (BI Gateway), a new cloud-based analytics tool to help clients understand their customers' intent, behavior, and experience in their interactive voice response (IVR) and mobile customer service environments.

The BI Gateway offers greater intelligence and visibility into customer self-service interactions, helping clients monitor performance, assess and improve customer experience (CX), and identify cost savings opportunities.

BI Gateway is designed to help clients with immediate access to executive level and detailed performance dashboards and drill down into the data, valuable standard operational reports, and self-serve BI capabilities, all delivered through a Web-based interface. Analysts, program managers, and operational business executives can leverage this tool for strategic, routine, and ad hoc reviews of customer service activity.

The BI Gateway includes the following:

• 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; and
• Managed Reports: Standard performance reports, configurable to meet ongoing 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," said Heather Sommerville, vice president of commercial and consumer care, Treasury Management at Columbia Bank, a Contact Solutions client since 2010 and early beta user of the BI Gateway, in a statement. "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, senior vice president of marketing and product management at Contact Solutions, in a statement. "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."

---