Contact Solutions announced that it has integrated pay-by-web functionality with its existing pay-by-phone application to create new savings for a state health insurance program.

 

The company said that its Continuous Improvement Practice has a history of improving the current pay-by-phone application, resulting in increased savings and reduced total-cost-of-ownership for the client. And, by applying the same methodology to the Web channel, the company said it expects significant new savings.

 

“This is very exciting for the state, for Contact Solutions and for the industry as a whole, because it’s the first time a true continuous improvement methodology has ever been applied across the voice and Web channels,” said Paul Logan, CEO at Contact Solutions.

 

The Continuous Improvement Practice will find and implement new savings within a client’s pay-by-web application, just as the company has consistently found new savings opportunities within their pay-by-phone application, said Logan.

 

The pay-by-web self service option also uses the same database integration, credit card clearinghouse transactions and remote integration with the card processor as the pay-by-phone solution.

 

Company officials said that now both the phone and Web applications are monitored, continually optimized and reported on as one integrated solution.

 

Contact Solutions is a provider of on-demand contact automation solutions including IVR, email/text messaging, Web transactions, and call center analytics for business and government. The company also offers Continuous Improvement Practice and IVR hosting facilities.

 

In July, the company announced the availability of Outbound Campaign Manager, an On-Demand outbound Contact Center capability offering customers the rich data integration, reporting, and optimization capabilities more typical of Inbound Contact Center services.

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