Convergys Releases the Next Generation of Convergys CRM at MWC

Convergys Corporation unveiled the second generation of its CRM solution at Mobile World Congress (News - Alert) 2012. The latest release is currently available as a part of the Convergys Smart Suite, the company said in a recent press release.

Powered by Microsoft (News - Alert) Dynamics CRM 2011, Convergys CRM 2.0 has been designed to assist communications and utilities providers with new business challenges. The upgraded version of Convergys (News - Alert) CRM offers service providers a comprehensive Business Support System (BSS) that would help them improve billing processes, customer service and time-to-market for new revenue-generating services. Convergys CRM has been developed as a flexible CRM product so that it can be extended to meet the constantly changing market, business, and competitive requirements of the customers, according to its maker.

“As services converge and churn causes revenues to erode, providers must transform their operations and business models. Standing out from the crowd boils down to an imperative described in a single word: service. With this latest release of Convergys CRM, providers can address the immediate nature of new services and products, while proactively and seamlessly serving customers at every touch point,” the president of Convergys Smart Revenue Solutions explained in a statement.

Convergys CRM 2.0 combines Microsoft’s Dynamics CRM platform with Convergys shopping and ordering, customer management and account management solutions. This integration of Microsoft technology is the result of a strategic partnership with Microsoft that has been signed in February 2010.

The partnership enabled Convergys to deliver a solution that is pre-configured and dedicated to telecommunications, cable, broadband, satellite and utilities businesses. Convergys CRM is also integrated with Rating & Billing Manager, so that billing information is seamlessly brought forward to enhance the customer service experience.

“As telcos look to transform their business, innovations in billing and customer service can make all the difference. Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions. The new offering from Convergys is an example of a solution that takes advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers,” general manager of Microsoft Dynamics CRM Dennis Michalis noted in a statement.

In other news, Convergys Corporation announced the launch of the latest version of its Rating & Billing Manager. Together with Active Mediation this new version provides standards-based real-time policy control that links the network interface to billing and charging.