Contact Solutions, a provider of cloud-based customer self-service solutions, has acquired Adaptive Audio, a patented software technology that automatically analyzes caller behavior and creates a personalized self-service experience.
"Adaptive Audio's patented technology dovetails perfectly into our focus on customer experience and continuous improvement," said Paul Logan, CEO of Contact Solutions, in a statement. "We have an entire team of professionals dedicated to analyzing hundreds of deployed solutions for opportunities to increase performance. We use personalization technologies today to improve customer experience and to increase usage of self-service. 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 addition, Adaptive Audio creator Daniel O'Sullivan has joined Reston-based Contact Solutions as principal technologist. He will lead the company's efforts 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," O'Sullivan said in the statement. "This company has entire teams of people whose responsibilities and compensation are tied to achieving better customer experience for all of their clients. 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."