Convergys Review

Company: Convergys

Convergys is focused on helping companies make smarter decisions about enhancing their relationships with customers to improve business performance. Convergys helps their clients recruit, service and retain customers using innovative technologies that increase efficiencies, satisfaction, loyalty and workforce effectiveness – while decreasing costs. They’ve been in business for well over 3 years, and have a genuine understanding of call center operations.

Convergys Key Features
Convergys enables companies to establish and support a relationship management strategy. Consumers want a better experience with less demand on their time; companies need to find new ways of growing revenue and reducing their costs. Convergys has the knowledge and capabilities to take this from concept to practice and to bridge the Consumer and Company imperatives.

Convergys Software Suite

  • Convergys Intervoice Suite
  • Convergys Intelligent Automation
  • Convergys Dynamic Decision making

Standout Features

  • Consistent, personalized customer service
  • Routing based on customer data
  • Increased automation and reduced operating costs
  • Centralized management and monitoring of multiple sites
  • Centralizes and simplifies business policy management
  • Drives consistent customer experiences across all channels
  • Delivers real-time services, sales and retention actions
  • Leverages existing IT investments

Convergys uses World Wide Web Consortium (W3C) and Internet Engineering Task Force (IETF) standards more thoroughly than any other voice portal vendor. These standards include VoiceXML, CCXML, Web Services and SCXML, which facilitates asynchronous and parallel handling of customer interactions. Our extensive support for standards simplifies integration with other customer service solutions, existing business logic, back-end applications and data repositories.

Happy Customers
T-Mobile, Cisco, EyeMed Vision Care, Honeywell International, Telkomsel, SingTel Optus, Advanced Info Services PLC.

The company deploys the optimal mix of live agent (onshore, offshore, nearshore, home agent) and automation (speech and IVR, e-mail and Web self-service), as well as white mail and back office support to meet performance objectives. And they can meet the challenge of staffing unique and highly specialized and multilingual skill sets from agents located around the globe or at home.

Bottom Line
Convergys combines the power of intelligent contact center technologies, a global operating model, and a superior understanding of the consumer based upon analytics and rigorous program optimization tactics that results in a better experience for your customers and strategic advantage for clients. Their operational know-how and years of expertise that allows us to consult with clients to create a customized solution to meet your needs.