Convergys Corporation (NYSE: CVG), a global leader in relationship management, has told OSS News Review that Technology Marketing Corporation (TMC) has honored Convergys with two Awards of Excellence from Customer Interaction Solutions Magazine, the leading publication in CRM, call centers, and teleservices since 1982.
TMC honored the Convergys Interaction Portal with the 2009 Speech Technology Excellence Award based on its ability to intelligently route customer contacts across multiple service models, including self-service, assisted service, and proactive service. When enhanced with Convergys’ enterprise-wide policy management solution, Convergys Interaction Portal optimizes and adapts to changing customer dynamics in real time at the point of interaction, delivering increased revenue, improved customer retention, and reduced cost-to-serve.
TMC also named the Intervoice [R] IP Contact Center, which is part of the Convergys Interaction Portal, as the winner of the 2009 IP Contact Center Technology Pioneer Award. Combined, these solutions enable multichannel intelligent customer interactions that provide customer-centric cost reduction – allowing contact centers to cut costs while increasing customer satisfaction.
Convergys has been helping companies optimize the value of their customer relationships for over 30 years. Our Intelligent 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.