ABA Banking Journal Home

Convergys Announces New Solutions for In-house Customer Service Operations

Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today the general availability of its new Multichannel Automation Solutions portfolio. The portfolio leverages the latest advanced technologies in channel automation enhanced with realtime decisioning, personalization, 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. Surprisingly, industry studies today show that most companies believe they are delivering an acceptable service experience but only 8 percent of their customers would agree, and of those customers who've 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. "Companies are seeing their cost to serve escalating as customer satisfaction with the service experience declines," said Andrea Ayers, president of Customer Management and the Relationship Technology Management (RTM) group at Convergys. "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. "Convergys formed its RTM group in late 2007 to support increasing client demand for more technology enablement of the customer service experience across live agent and self-service channels for in-house customer service operations.
The new Convergys Multichannel Automation Solutions portfolio comprises the following:

•Convergys Revenue Capture
Solutions 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 organizations to identify and analyze customers, select offers likely to appeal, differentiate presentation based on context and channel, and offer a range of customer options to complete the transaction.

•Convergys Experience Enrichment 
Helps companies increase satisfaction and customer loyalty by making interactions more personalized and intuitive. These solutions utilize cross-channel data, experience design, automation, and human factors consulting.

•Convergys Cost Containment
These provide multichannel interaction efficiency and increased containment within self-service channels. These technologies and services identify and analyze opt-out drivers to increase containment within self-service applications, provide greater intelligence within the interaction, and improve live-agent efficiency.

•Convergys Adoption Acceleration
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, analyzing and optimizing technology, and expert strategic and operational insight to deliver customer-centric solutions.

To speak with a consultant about these solutions, please call +1 800 358 7000.
  Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For 25 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 85 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit


About Us

Connect With Us