Midcontinent Selects Convergys Lifetime Value Optimization Solution

By Susan J. Campbell

TMCnet Contributing Editor

 

Customer care, human resources and billing services provider, Convergys (News - Alert) Corporation, has signed a three-year license agreement with Midcontinent Communications to use the Convergys Lifetime Value Optimization Solution.

The Lifetime Value Optimization solution is designed to enable companies to maximize the lifetime value of each customer. By leveraging a mix of software and services, the solution is able to augment a company’s existing systems, data and processes. The solution also enables significant increases in revenue, reductions in operating expenses, and increased profits, while at the same time increasing agent efficiency, quality of service and customer loyalty.

The offering features a standard product that enables centralized policy creation and management, in addition to automated, real time and proactive policy enforcement across all channels. The solution supports contextual and personalized interactions, with closed-loop learning, customer care, billing and service delivery customer interactions.

"The Convergys Lifetime Value Optimization Solution will enable us to offer a unique customer experience, tailored individually to each customer's needs, and as such, will be the foundation of our overall customer relationship management strategy," said Dick Busch, Chief Operating Officer of Midcontinent Communications, in a Thursday statement.

"We view the Convergys Lifetime Value Optimization Solution as a platform to improve agent efficiency, provide proactive customer care, improve automation, and maximize customer value."

"Convergys will support Midcontinent in its ongoing efforts to continuously increase customer satisfaction and profitability while meeting overall customer care business objectives," said Jim Boyce, Convergys President, Media, Communications, and Entertainment, in Thursday’s statement.

Convergys positions itself as applying more than 20 years of operational experience in the business process outsourcing industry to all of its clients. The company can bring clarity and rigor to defining, implementing and managing client-specific solutions.

Clients of Convergys can attest to the company’s ability to provide solutions that can help clients improve operational efficiency and service quality, enrich the customer experience, and strengthen customer relationships to improve their competitive advantage and increase revenue growth.

Midcontinent Communications is a subsidiary of Midcontinent Media, Inc., and Comcast (News - Alert). The company provides cable television, local and long distance telephone service, high-speed Internet access and cable advertising services to communities in North and South Dakota and Western Minnesota.

Operating in a tightly competitive industry, Midcontinent must be focused on processes that are tailored to the customer to ensure the best possible experience. In doing so, the service provider can ensure long-term customer loyalty of the base, while also developing new client relationships.

Convergys is well-proven in the industry as providing its clients with the means to ensure strength in its customer relationships. Midcontinent stands to gain significant benefit from this relationship, while customers enjoy a better experience as a whole.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.