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Frost & Sullivan Recognizes ALI Solutions for Its Integrated Outbound Contact Center SolutionThe ALI Solutions Product Suite Combines Predictive Analytics, Campaign Management and Multichannel Decisioning to Improve Outbound Performance and Customer Experience (January 10, 2012)
MOUNTAIN VIEW, CA -- (Marketwire) -- 01/10/12 -- Based on its recent analysis of the outbound customer contact solutions market, Frost & Sullivan recognizes ALI Solutions with the 2011 North America Frost & Sullivan Award for Customer Value Enhancement. ALI Solutions' products apply sophisticated analytics and automated decisioning to data from disparate sources to provide a comprehensive view of consumers -- a view that clients use to increase the value of each outbound contact attempt while enhancing customer satisfaction.
ALI Solutions has developed a robust and versatile suite of products that meet the three critical needs of any outbound contact center:
- Prioritizing the list of potential contacts
- Finding the best time to contact each consumer
- Determining the appropriate channel to use for each attempt
By generating more contacts, to the most valuable consumers, on the channels they prefer, these solutions help others realize the potential of proactive customer care (PCC) applications to enhance the customer experience and boost collections and sales.
"ALI Solutions products can really improve a company's ability to effectively contact and communicate with customers and prospects," said Frost & Sullivan Industry Analyst Brendan Read. "They also facilitate compliance with company rules and government regulations while centralizing and tracking all contact history across all contact channels."
The ALI Solutions product suite has three components -- Vincio with predictive analytics for channel optimization; CallTech for Best Time to Call scheduling; and OnQ for multichannel enterprise outbound campaign management.
Vincio makes it easy for the business user to access internal customer data from across the enterprise, then standardize that data and fuse it with data from third-party providers to optimize segmentation and channel assignment. It has up-to-date support for the predictive model markup language (PMML) to allow users to import logistic regression, linear regression, and decision tree models.
CallTech uses predictive analytics to determine the most productive time to call each consumer in a dialer campaign, along with the probability of converting each contact to a sale or a promise. The solution automatically generates self-learning models from a company's contact history with its own unique portfolio, and it provides increasing levels of accuracy by rebuilding the models every month.
OnQ integrates with dialers, outbound interactive voice response (IVR) devices, and email and SMS applications to manage the flow of each record to the appropriate channel for each contact attempt. It also manages compliance with policies and regulations and adherence to CallTech's optimized calling schedule.
Partnerships with key vendors are critical to ALI Solutions' success. The company takes a refreshing and active role in its diverse partnerships.
"ALI Solutions' partnerships with leading suppliers will enable the company to draw additional business and easily integrate to multiple channels of communication," said Read. "ALI Solutions is in the unique position to benefit from these liaisons, as the resulting products complement, supplement, and integrate with those of the company's partners, providing bidirectional value-add."
Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment. This Award recognizes the company's considerable focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
About ALI Solutions, Inc.
A leading provider of contact center solutions and the leading brand providing best-in-class analytics applications to the collections market. ALI's solutions empower business users to maximize agent productivity and optimize customer contacts through advanced contact analytics, automated decisioning and dynamic campaign management. Since 1992, many of the world's most successful companies throughout North America and the Asia Pacific region have chosen ALI because its solutions enable them to proactively communicate with their customers more effectively, thereby improving business performance and enhancing their customer relationships. For more information, contact ALI Solutions at 512-328-8215 or visit www.ALIsolutions.com.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.
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