Accolades

National Healthcare Insurance Provider:
For this company, MicroAutomation provided a Self-Service solution to help route callers quickly and efficiently. More recently, MicroAutomation provided a Call Control solution including Computer Telephony Integration (CTI) technology. These solutions increased the call automation rate by 30%, increased the Self-Service completion rate from 32% to 79% and provided an ROI within four months.
"I can’t express how happy everyone is with how smoothly this implementation went. Not ONE issue… did you ever hear of that before? GREAT JOB!" - May 27,2010
"MicroAutomation delivered a great solution on budget, on time and under tight time constraints. The company's professionals were reliable and lived up to their commitments."
"I think many people were surprised. We haven't had a rollout this smooth before"
"The CTI program was well received. The agents loved it."
"We're excited about the future possibilities."
"Again, thanks so much for all you guys do… YOU ARE THE BEST!!" - December 2010
"We are up and running and taking calls on the IVR … management couldn’t be more pleased. Need I say how much I appreciate all that these guys have done? Kevin and Carl did a great job and they even helped out the server guys which made them very popular around here." - December 2010

Government Financial Institution:
MicroAutomation provided a CTI solution coupled with Self-Service Interactive Voice Response (IVR) that raised automation rates from 45% to 93%, reduced call completion time by 20%, and produced ROI in six months.
"MicroAutomation plays a major role in the success of our call center telephone operations."
"We can always count on MicroAutomation to guide us through any operational problems that arise during normal operations or during special initiatives"
"Thank you again for working so tirelessly to assist with the identification and resolution of connection and firewall issues"

Intergraph Public Safety:
MicroAutomation partnered with Intergraph Public Safety, to establish a state-of-the-art Enhanced 9-1-1 (E9-1-1) Emergency Operations Center in the city of Amman, Jordan. The result is a state-of-the-art dispatching center for the Kingdom of Jordan that includes management solutions that support emergency response agencies throughout the country, as well as provides command and control-level viewing during multi-agency and multi-incident emergencies.
“The relationships we have formed and level of prompt, courteous response has been outstanding. I know when I have need for information or have an issue, my MicroAutomation contact will support me to provide what I need in a timely manner.”
“It’s been like the business version of the golden rule of treating others the way you want to be treated.”
“What I can say is that it is uncommon in my experience for technical company to be so strong on the business support.”

National Cable and Internet Provider:
This company needed a way to proactively contact customers and provide them information about cross-sell and up-sell opportunities, service and to confirm technician appointments. The solution was MicroAutomation’s MicroMessenger™, an outbound notification solution. MicroMessenger is an effective communication method that increases customer service and satisfaction, while reducing overall costs. In this case, MicroMessenger dynamically calls customers and provides them with pre-recorded information and will allow for interaction with an IVR or for transfer to a live agent.
“I was lurking on the go live call for a while – Kudos to Mandira for very nicely managing a tricky go-live.”

Best Practice Systems (BPS):
MicroAutomation worked with BPS to implement a Pay by Phone solution for one of their existing clients, a major healthcare provider. BPS and MicroAutomation worked to integrate the existing Interactive Voice Response (IVR) system, already in place, with their bill pay provider, BPS. The new Pay-By-Phone IVR was seamlessly integrated into the existing BPS infrastructure saving thousands of dollars in platforms and technology.
“Thank you for the great work you guys did on this project. The project you produced was professional and done on time. We will be happy to act as a reference for your company and any of our future IVR work will be coming your way.”