Contact Center Solutions Featured Article

November 08, 2007

Convergys Announces New Relationship Management Approach

By Stefania Viscusi

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.
 


Related Contact Center Solutions Articles

    SYNETY Announces Integration of CloudCall with GoldMine CRM

    Users of GoldMine CRM will now be able to access telephony functions directly from within GoldMine. To provide this capability, Synety has announced integration of its on-demand business telephony application, CloudCall with GoldMine CRM, which will allow GoldMine users to use CloudCall by doing a regular upgrade of the CRM software. [ Read More ]
    05/22/2013

    SpeechStorm Unveils Personas in Latest Release of IVR

    SpeechStorm's most recent version of its Interactive Voice Response or IVR application is now available. Code-named 'Hitchcock', the latest version unveils SpeechStorm Personas, which allows customers to have varied experiences of call centre IVR and self-service, as per their selected profile, behavior, or liking. [ Read More ]
    05/22/2013

    Noble Systems Integrates Web Services with Customer Contact Programs

    Noble Systems Corporation has unveiled the Noble Web Interfacing Service or WISE, offering versatility to multichannel customer contact programs. Noble facilitates data exchange between applications with the help of web services. Apart from enhancing customer experience, the use of Web services accelerates response times to customer contacts. Online sales organizations will also experience enhanced "Speed to Lead". [ Read More ]
    05/22/2013

    Interactive Intelligence Collaborates With Kuwait-based FutureTech

    Interactive Intelligence Group Inc. has further extended its presence in the Middle East market after it entered into a strategic association with FutureTech, a provider of smart IT infrastructure and IT outsourcing offerings located in Kuwait. [ Read More ]
    05/22/2013

[ View all Contact Center Solutions Articles ]

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier‐free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert

Press Releases