Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced that Time Warner Cable Inc. (NYSE: TWC), a leading national cable television company, has expanded and extended its existing e-Care contract with Convergys. Time Warner Cable has leveraged various Convergys products and services to improve its operating performance over the past decade, including convergent billing solutions. The company will continue to use Convergys’ customer solutions to drive a superior customer experience.
Time Warner Cable and Convergys will continue to address the growing demand for a seamless, multi-channel customer experience. In a recent survey, Convergys proprietary research found that self-care customer service options are gaining in popularity quickly, with 25 percent of customers now preferring to use the Internet to initially contact a company. Partnering with Convergys, Time Warner Cable offers e-Care alternative customer contact channels that include both email and online chat in both English and Spanish. Through these channels, customers can receive account information and support, digital phone technical support, and answers to queries about billing, browsing, connectivity, and email issues. Along with live agent availability, Time Warner Cable offers a wide range of channels for support of its nearly 15 million customers.
“Time Warner Cable strives to provide its customers with the type of service and care opportunities expected from a digital company like ours and our relationship with Convergys supports our commitment to providing that level of customer care,” said Time Warner Cable Executive Vice President and Chief Marketing Officer Sam Howe. “Convergys’ customer management solutions provide us with tools to support our video, high-speed data, and voice customers.”
“Time Warner Cable connects people and businesses with information, entertainment, and each other. Throughout our long relationship, Convergys has successfully demonstrated its ability to help Time Warner Cable connect to its customers in a meaningful way, no matter how those customers get in touch, prompting this renewed and expanded agreement,” said Jim Boyce, Convergys President, Global Business Units. “We know from our recent research study that the cable industry is a highly competitive marketplace where customer service is a key differentiator and a driver of customer loyalty. Convergys will continue to support Time Warner Cable’s goal of providing unsurpassed customer care by leveraging the breadth of our unique customer management solution portfolio.”
With more than 30 years of customer support experience in the communications industry, Convergys partners with clients to improve operational effectiveness, increase customer satisfaction, and accelerate revenue growth to create a sustainable competitive advantage in the marketplace for its clients. Our global delivery model enables us to provide support – onshore, offshore, or nearshore – whether in a contact center or through our home agent model. We provide our clients with state of the art infrastructure and self-service automation technology to not only increase customer satisfaction but to also reduce costs.
About Time Warner Cable
Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located in five geographic areas — New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles), and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data, and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet, and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional, and local companies innovative advertising solutions that are targeted and affordable. More information about the services of Time Warner Cable is available at www.timewarnercable.com, www.twcbc.com and www.twcmediasales.com.
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 and the Convergys logo are registered trademarks of Convergys Corporation.)