Your customers demand exceptional service – you need to minimize operating expenses. You can have both.
Intelligent Contact Center Solutions
As a global leader in relationship management, Convergys has been helping companies optimize the value of their customer relationships for over 30 years. Our Self-Service to Live Agent Solutions take advantage of this experience by using intelligent automation to balance customer satisfaction with cost reduction. This suite of products brings together solutions for Intelligent Self-Service, Intelligent Notification, and Intelligent Call Routing, along with Consulting and Professional Services, to help you reduce costs, balance live agent assistance with self-service, and enhance the overall customer experience.
Our portfolio of solutions includes:
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Our Portfolio of Solutions Includes
Our Intelligent Self-Service solution takes advantage of the power of speech and Web-based standards to help you provide a personalized experience for end users, adapting to and satisfying their individual preferences. This solution makes customer self-service as effective as live agent interactions by providing dynamic menus and intelligent prompting based on enterprise-wide customer information. The result is increased customer satisfaction and loyalty, decreased agent attrition, lower Total Cost of Ownership (TCO), and additional value-added cross-sell and upsell opportunities.
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LISTEN NOWOur Intelligent Notification solution enables personalized, proactive multichannel outbound notification services to ensure that customers, subscribers, employees, and partners have the latest account and service information. Multichannel outbound notification services transform your contact center from reactive to proactive, enabling self-service and live agent resources to focus on revenue-generating opportunities and premier customer service. The solution’s flexible, extensible framework is capable of supporting multiple communications channels including voice, text message and email, delivering real-time notification via end users’ preferred channel(s).
Our Intelligent Multichannel Call Routing solution routes any type of customer communication – phone calls, email, Web chat, voice messages, and faxes – to the appropriate agent, based on your company’s priorities, regardless of the agent’s location. This solution can be deployed in a single location or across multiple contact centers, enabling you to manage multiple locations as a single contact center. The result is increased agent productivity, lower operating costs, and improved customer service and routing efficiencies.
The components of our Self-Service to Live Agent Solutions can be licensed individually or as a suite. Our Consulting and Professional Services group, comprised of over 300 customer experience optimization experts, can use these solutions to design a comprehensive, end-to-end contact center solution that caters to your unique business needs. We even offer a written performance guarantee with penalties paid to you if we fail to meet specified goals, and bonuses paid to us if these goals are exceeded.
