Contact Center Solutions Featured Article

Convergys Announces New Relationship Management Approach

November 08, 2007

Convergys (News - Alert) Corporation is stepping up their bid to improve customer interactions with a new relationship management approach that will help their clients gain more value from interactions as well as strengthen their strategic advantage.
 
With the new offering, Convergys clients will be able to better understand and serve their customers.
 
The new management approach will also help Convergys clients to better manage their global workforce as well as improve their business performance. With the approach, the global workforce will become a corporate resource and will increase the value of relationships to better meet customer needs and expectations.
 
Convergys new Relationship Technology Management group has also been formed to "support increasing client demand for more technology enablement of the customer and employee service experience," and to "accelerate the development of technology-enabled solutions that improve the quality and value of interactions across live agent and self-care channels."
 
The new group will utilize speech automation and web-based self care technologies as well as analytics to capture and analyze intelligence from interactions.
 
“Improving the customer experience is an important business priority. However, many organizations are failing to deliver on customer experience expectations due to channel inconsistencies, poor expectation setting, a reactive rather than proactive approach to service, and their engrained unwillingness to engage in more open, two-way customer relationships. Organizations that strive to overcome these challenges will gain notable competitive advantage over the next few years,” Gartner (News - Alert) Research Director Jim Davies commented in a statement to the press.
 
 
Related Articles:
 
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Looksery Enables Face to Face Communication Capabilities for Call Centers

Now call centers can handle calls face to face (though avatars) with their customers. Looksery, a company that provides face tracking and modification technologies for real-time video messaging, has made its unique technology available for call centers. This software takes the call center communication to the next step by providing the much needed personal visual interfaces to the entire call process. [ Read More ]
08/01/2014

China Mobile Jiangsu Selects Nuance Communications

China Mobile Jiangsu Branch has selected Nuance's speech and Natural Language Understanding (NLU) technology as to enhance the experience of callers who need service support from the company. [ Read More ]
08/01/2014

Israel HFC Call Center Fields Citizen Concerns Amidst Rocket Fire

The Home Front Command call center is a bastion of safety and information for Israeli residents in this current time of fighting with groups such as Hamas and the rocket fire pummeling the country. [ Read More ]
08/01/2014

Acqueon U-Nexis Now Integrates with UCCX 10.5

Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
07/31/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!