Convergys Execs Speak at Fourth Call Center IP and CRM Seminar

Sun. July 05, 2009; Posted: 11:45 PM

Jul 02, 2009 (Close-Up Media via COMTEX) -- CVG | Quote | Chart | News | PowerRating -- At the Fourth Call Center IP and CRM Seminar in Sao Paolo, Brazil, Convergys, a provider of relationship management, shared its insights on the importance of leveraging technology in the delivery of contact center services.

Speaking on, "How Innovation Can Change the Contact Center Business," Convergys' Thais Marca discussed the importance of upgrading the service delivery platforms in today's contact centers to enable greater advancement in the delivery of the customer service experience. Marca is general manager of Convergys' Latin American operations.

According to Marca, companies should first and foremost upgrade their self-service voice portals. Targeted, well-designed use of voice portal applications will reduce cost per call, improve accuracy of call routing to live agents, and improve customer satisfaction. Today's voice portals utilize customer intelligence within process flows to better route calls, change menu options on demand to make information easier to find, and present customized data in order to improve the overall customer experience, noted Marca.

Another advancement of today's voice portals is the addition of multimodal functionality and web content access, all while keeping the original voice channel available. In her presentation, Marca shared a case study that discussed how a Convergys client is on target to save tens of millions of dollars a year from its new voice portal, which is helping the company to increase self-service automation for up to two-thirds of all service calls, gain better customer insight through call analytics, and create an integrated self-service to live agent customer experience.

View presentation:

http://convergys.com/company/news-events/events.php

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For full details on Convergys Corp (CVG) click here. Convergys Corp (CVG) has Short Term PowerRatings of 5. Details on Convergys Corp (CVG) Short Term PowerRatings is available at This Link.

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