Contact Center Solutions Featured Article

Convergys Announces New Intelligent Notification Solution for Contact Centers

August 25, 2009

Convergys Corporation, a provider of relationship management solutions, is now offering a new Intelligent Notification solution that helps contact centers reduce their cost.


Intelligent Notification combines two technologies from Convergys – the Convergys Dynamic Decisioning Solution and the Intervoice Advanced Notification Gateway – to provide a more intuitive and relevant customer experience.


Officials say the new offering from Convergys transforms contact service strategies “from reactive to proactive, reduce costs through call avoidance and call deflection, and increase revenue through targeted outbound cross-sell and upsell initiatives.”


The Intelligent Notification decreases contact center costs by contacting customers proactively, reducing the need for incoming calls by up to 20 percent. Contact center agents are free to focus on cross-sell and up-sell opportunities. With these features, this solution helps them achieve ROI more quickly than with traditional outbound solutions, while reducing interactive voice response or IVR, variable costs by up to 20 percent.


This intelligent application can turn typical applications into competitive differentiators by allowing companies to drive more value from existing investments by quickly and easily integrating with current business systems to leverage existing customer information.


It enhances customer satisfaction and loyalty by delivering real-time notifications via customer’ channel or channels of choice and ensures that customers always have the latest account and service information.


Convergys Intelligent Notification Solution can be used throughout the entire customer lifecycle – from customer acquisition/win-back to customer service to customer loyalty/retention to collections – across all industries, officials said.


Since it integrates with current business systems, including customer relationship management, billing, and legacy systems, investments in collecting and maintaining historical information can achieve greater value than ever before.


 “Our solution provides a truly personalized customer experience. While other outbound offerings broadcast the same message to everyone, intelligent notifications can be tailored toward each individual —even down to the transaction level,” said Ravi Narayanan, Convergys vice president, Product Management, in a statement.


Convergys implemented the pilot at a leading grocery, pharmacy, and convenience retailer to alert its customers when prescriptions are ready. After a successful pilot program, the retailer rolled out Intelligent Notification to all of its pharmacy locations, increasing its outbound prescription notifications from 50,000 to 330,000 per month and significantly reducing its incoming call volume, officials claimed.

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Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Jessica Kostek