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Convergys Announces New Solutions for In-house Customer Service Operations in Australia and New Zealand

  • 26 June, 2008 15:37

<p>Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced the general availability of its new Multichannel Automation Solutions portfolio in Australia and New Zealand. The portfolio leverages the latest technologies in channel automation enhanced with real-time decisioning, personalisation, and analytics to help companies with in-house customer service operations improve the quality and value of their customer interactions, lower associated costs, and better understand customer service expectations to retain customers.</p>
<p>Industry studies today show that most companies believe they are delivering an acceptable service experience but only 8 per cent of their customers would agree, and of those customers who have had an unsatisfactory experience, they are more likely to defect than to make their complaints known to the company – placing considerable revenue and revenue growth at risk.</p>
<p>“Companies are seeing their cost to serve escalating as customer satisfaction with the service experience declines,” says Max Tennant, senior account executive at Convergys, Australia and New Zealand. “Our new solutions portfolio helps companies deliver an effective and meaningful customer experience to each and every customer while lowering the rising cost to serve and deriving greater value from their customer relationships.”</p>
<p>The new Convergys Multichannel Automation Solutions portfolio comprises the following:</p>
<p>Convergys Revenue Capture Solutions, which greatly enhance the ability for companies to present targeted upsell offers and cross-sell promotions. These solutions use a blend of self-service and agent-assisted transactions to enable organisations to identify and analyse customers, select offers likely to appeal, differentiate presentation based on context and channel, and offer a range of customer options to complete the transaction.</p>
<p>Convergys Experience Enrichment Solutions, which help companies increase satisfaction and customer loyalty by making interactions more personalised and intuitive. These solutions utilise cross-channel data, experience design, automation, and human factors consulting.</p>
<p>Convergys Cost Containment Solutions, which provide multichannel interaction efficiency and increased containment within self-service channels. These technologies and services identify and analyse opt-out drivers to increase containment within self- service applications, provide greater intelligence within the interaction, and improve live-agent efficiency.</p>
<p>Convergys Adoption Acceleration Solutions, which ensure that customers use, enjoy, and benefit from self-service offerings by increasing the number, effectiveness, and sophistication of self-service channels. These solutions combine award-winning speech applications and platforms, analysing and optimising technology, and expert strategic and operational insight to deliver customer-centric solutions.</p>
<p>Convergys Dynamic Decisioning Solutions, which is able to integrate with the customer’s existing CRM, billing and service delivery systems, helps businesses increase customer lifetime value through centralised policy creation and management, process automation and real-time policy enforcement.</p>
<p>The Convergys Multichannel Automation Solutions include consulting services, best-of-breed technologies, professional services, and flexible delivery models across live agent and self-service channels.</p>
<p>Convergys’ worldwide clients who have already applied the solutions from the portfolio are achieving positive results. A top five financial institution now automatically provides personalised status information for certain customers, improving the customer experience and IVR containment by an additional 4 per cent on peak call days, using a Convergys experience enrichment solution. A leading telecommunications company is able to more selectively approve equipment upgrade requests from customers, and is projecting to save US$100 million annually as a result, using a Convergys cost containment solution.</p>
<p>With this solutions portfolio, companies with in-house customer service operations have access to the industry’s most comprehensive set of solutions to help them differentiate their service experience, reduce inefficiencies and costs in their service environment, increase and diversify their revenues, and retain their high value customers who are most likely to churn from a disappointing service experience.</p>
<p>About Convergys</p>
<p>Headquartered in Cincinnati, Ohio, Convergys Corporation (NYSE: CVG) is a global leader in relationship management, specialising in helping organisations drive higher value from the relationships they have with their customers and employees.</p>
<p>Convergys is a member of the S&amp;P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. Convergys has approximately 75,000 employees in 84 customer contact centres and other facilities in the United States, Canada, Latin America, Europe, the Middle East and Asia. For more information, visit www.convergys.com.</p>
<p>Convergys and the Convergys logo are registered trademarks of Convergys Corporation.</p>

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