Convergys Corporation (NYSE: CVG), a global leader in relationship management, has announced enhancements to its Infinys [R] ICOMS convergent BSS/OSS system that significantly improve cable and DBS operators’ ability to deliver a superior service experience – boosting customer satisfaction, loyalty, and profitability, while supporting a model of reduced total cost of ownership (TCO).

Infinys ICOMS expands on the proven success of Convergys’ industry-leading convergent BSS/OSS system, deployed worldwide by cable and DBS operators for more than two decades. The modular, single-architecture system provides a building-block approach that lets operators tailor a product-driven billing platform for their specific business needs and timelines, avoiding costly one-off customizations and without committing to an end-to-end system.

Using the latest Infinys ICOMS, operators can addresses the twin challenges of increasing customer satisfaction and loyalty through enabling a superior service experience, and of opening new revenue streams. Specifically, operators can:
• Increase loyalty through better personalized service by using automation and business intelligence to simplify and personalize interactions between customers and contact center agents.
• Drive new revenues by leveraging built-in business intelligence that enables operators to both tailor their service offers to individual customer preferences and to intuitively match new offers to customer needs.
• Gain a 360-degree view and monitoring by having all relevant customer information consolidated on a single web-based Infinys ICOMS agent desktop – eliminating screen “click-throughs,” shortening handling times to increase agent productivity and reduce operational cost.
“In today’s challenging economy, and particularly within the competitive cable and DBS markets, we believe that the service experience – not just price or product innovation – is the key market differentiator,” said Bob Lento, President, Information Management, for Convergys. “Infinys ICOMS gives cable and DBS operators a single solution with the tools they need to meet their most important business objective – increasing revenue by proactively managing the customer experience to optimize the value of each customer over the life of the account. With its proven, component-based architecture, Infinys ICOMS adapts to any operator environment in any timeline, delivering fast results at a low total cost of ownership.”
Key features of enhanced Infinys ICOMS include:

Fast, Accurate Front-End. The system accelerates the front-end process, speeding customer interactions and increasing accuracy by reducing the number of orders required to activate service.

Streamlined Screens Make Convergence Easy. Infinys ICOMS consolidates customer and account information onto a single screen, providing a single view of the most frequently referenced customer data. The single screen-guided workflows serve to improve work order accuracy, reduce time-consuming contact center agent decision-making, decrease data entry errors, and cut down the time required for training.

Convergys BSS/OSS Solutions deliver innovative support of convergent services leveraging real-time marketing innovation, minimizing risk, reducing operational costs, and generating revenue in order for our clients to focus on building valuable relationships with their customers. Convergys supports six of FORTUNE’s Top 10 communications companies.

About Convergys
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 more than 30 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 nine consecutive years. We have approximately 75,000 employees in 84 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 www.convergys.com

(Convergys, Infinys, and the Convergys logo are registered trademarks of Convergys Corporation.)