| [October 07, 2009] |
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Leading Telecommunications Company Renews Relationship Management Contract with Convergys to Reduce Costs and Improve Customer Experience
CINCINNATI --(Business Wire)--
Convergys (News - Alert) Corporation (NYSE: CVG), a global leader in relationship management, announced today it has won a contract renewal to provide tier one technical support to millions of Internet subscribers of a Fortune Top 10 telecommunications company. Over 1,000 full-time employees located in Convergys' state-of-the-art offshore facilities will support the contract, which is valued at more than $55 million.
Convergys will serve the client's Internet subscribers with dedicated technical support agents highly skilled in troubleshooting and problem resolution. Convergys will also capture the "voice of the customer" through a survey methodology that will gain insights and analytics that drive actions to improve the customer experience. Actionable insights and rich data obtained from the Convergys survey will help the client achieve its strategic objective of consistently increasing levels of customer satisfaction through effective customer care.
"This client looks to Convergys to own the customer experience and provide issue resolution quickly and effectively, which Convergys research shows is a key driver of customer satisfaction," said Jim Boyce, Convergys President, Global Business Units. "In addition, Convergys will collect customer intelligence to feed a customer experience action plan that will enable us to refine our client's ability to deliver a superior technical customer support experience."
Convergys Technical Support Solutions enable companies to focus on their core competencies - their products and services - while Convergys manages the customer experience with highly trained, certified staff and self-service technologies. Convergys' comprehensive direct-to-consumer and business-to-business support offerings ensure technical assistance is only a phone call, email, or mouse click away for our clients' customers.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
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