Convergys Acquires Intervoice; Merges Solutions

Convergys, a provider of customer management, billing and human resource services, recently acquired Intervoice, a provider of personalized, multi-channel automated information solutions, to enhance and accelerate relationship management solutions for clients globally.

 

In addition to this acquisition, Convergys announced on Thursday that it will incorporate Intervoice's (News - Alert) solutions with its own Dynamic Decisioning Solution (DDS) in order to enable a real time decisioning engine.

 

The Dynamic Decisioning Solution is a software product that includes a set of tools and a policy engine that integrates with backend customer data and centralizes policy creation, management, and enforcement. Convergys (News - Alert) recently debuted the latest version of Intervoice Voice Portal 6.0 (IVP 6) and the launch of its next-generation application creation environment, the Interaction Composer.

 

Intervoice offers its voice solutions to enterprise and network service providers in 75 countries globally. The company’s offering before the merger includes open, standards-based products and consultative solutions, and other related software and services.

 

Intervoice Voice Portal solutions are designed to deliver multimedia contact center solutions to enterprises and network service providers, to mobile devices, fixed computers, and telephony technologies.

 

Convergys believes that by combining the DDS engine with Intervoice products, such as IVP and the IP Contact Center, Convergys will add value to its relationship technology management portfolio. The combined solution will also help its customers to lower costs and streamline complex backend processes.

 

Additionally, it also provides an opportunity to increase automation and also offer expanded and flawless customer interaction.

 

As per the statement released by the company, DDS will not be offered as a free upgrade to Intervoice Voice Portal (IVP) 6.0; rather, it will be available as an extra purchase.

 

Integration of DDS with Intervoice products is an important step for Convergys, as it will enable its customers to create highly personalized applications. For example, while building a speech application with IVP, developers can create a set of policies or rules that can generate personalized interactions for end users based on existing customer data. Thus by using Dynamic Decisioning Solution with IVP, an enhanced level of customer service is offered.

 

Convergys also gets the added advantage of increased penetration in the market by linking DDS with Intervoice Voice Portal to Voice Extensible Markup Language (VXML) and Call Control Extensible Markup Language (CCXML) browsers.