Convergys Corporation (NYSE: CVG), a global leader in relationship management, has announced that NewWave Communications, a leading regional cable, broadband, and telephony provider, has expanded its contract with Convergys to further increase and enhance the services it provides its customers. The expanded contract includes implementing a multiple channel, single billing solution and Intervoice [R] IP Contact Center (IPCC).
Under the agreement, which runs through 2014, Convergys will implement a single billing solution supporting NewWave’s cable, broadband, and telephony customers. This new solution will consolidate provisioning, rating, billing, and customer care for all services on a single platform, allowing NewWave to create compelling service bundles including cross-service discounts, and streamline the order entry and customer care process.
NewWave has also chosen to implement the Intervoice IP Contact Center solution, a standards-based, multi-site, multi-channel, software solution that combines different types of customer contacts on one platform. With IPCC, subscribers can contact NewWave by phone, email, or web and enjoy a consistent customer experience regardless of how they initiate contact. IPCC enables NewWave to manage its multiple, dispersed locations as a single contact center system and intelligently route contacts to the customer service representative best suited to handle the inquiry.
“As a leading provider of cable and broadband services in our region, our ability to effectively serve our customers from a single platform is critical to staying ahead of our competitors,” said Larry Eby, Senior Vice President of Operations for NewWave Communications. “The Convergys billing solution’s rich functionality allows us to create innovative service packages that will resonate with our customer base, while IPCC’s pioneering automation streamlines our customer service processes. Together, these solutions will help us reduce costs and improve service quality.”
“Convergys research indicates that the quality of the customer experience is the single most important factor for a company to consider as it seeks to achieve brand loyalty,” said Andrea Holko, Convergys General Manager and Senior Vice President of Relationship Technology Management. “Convergys solutions help service providers like NewWave succeed in an increasingly competitive communications and media landscape by lowering their costs, enhancing the customer experience, and enabling them to differentiate their services from those of their competitors.”
Convergys serves clients in the global communications industry by providing and managing complex billing and information software that addresses all segments of the communications industry. 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 helps clients improve the efficiency and quality of service, reduce technology risk, and enhance the customer experience by uncovering the true behavior of customers across self-service and live agent channels, balancing this with business objectives to help define and implement changes to business processes. Convergys supports six of Fortune’s Top 10 communications companies.
NewWave is a communications services company offering video, voice, and high-speed data services within small to mid-size communities in Missouri, Tennessee, Kentucky, Illinois, South Carolina, North Carolina, and Arkansas. NewWave serves in excess of 117,000 customers and is headquartered in Sikeston, Missouri.
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, Intervoice, and the Convergys logo are registered trademarks of Convergys Corporation.)