Convergys and Avaya Partner to Deliver Customer Care Diagnostic Services

By Susan J. Campbell

TMCnet Contributing Editor

 

Customer care, human resources and billing services company Convergys Corporation, and Avaya (News - Alert), a global provider of business communications applications, systems and services announced today that they will sell and jointly deliver new “Customer Care Diagnostic” services designed by Convergys (News - Alert) to help businesses evaluate the efficiency and effectiveness of their customer interactions.

Convergys and Avaya have both made a name for themselves in customer care. Convergys is one of the largest, outsourced contact center services provider in the world, while Avaya has proven success in contact center applications.

"Today's businesses are looking for ways to get more out of their communications investment and establish a true competitive edge," said Ken Kaisen, Vice President, Consulting and Systems Integration Practice, Avaya, in a Tuesday statement.

"Through our relationship with Convergys, we can help companies thoroughly assess their customer care operations and identify the specific steps they can take to operate more efficiently and improve each customer's experience."

"A Customer Care Diagnostic conducted by skilled professionals from Avaya and Convergys can provide businesses with a roadmap to the most lucrative opportunities for improving their customer care operations," said Larry Schwartz, President of Convergys' Communications and Technology Business Unit, in Tuesday’s statement.

Schwartz continued: "Based on the findings of the Diagnostic, we can then provide practical solutions that can generate significant revenue, contribute significant cost savings to a company's bottom line, and help a business deliver new breakthrough levels of customer service."

Schwartz noted that clients using Convergys Customer Care Diagnostic have implemented recommended solutions based on the Diagnostic findings that have increased revenues by improving sales conversion rates, while also reducing calls per sale. Improvements in efficiency of their operations have also been realized with the implementation of solutions that have reduced call escalation rates and subsequent costs of rework.

From business process alignment and talent management to customer interaction and infrastructure, the Customer Care Diagnostic spans the breadth of a customer care operation. Companies gain a specific assessment of their care operations, as well as a comparison to those of other businesses in their vertical market.

Improvement opportunities are prioritized according to complexity and the potential return on investment. The consulting and professional services teams at Avaya and Convergys jointly conduct each assessment.

As important as customer interactions are to the overall financial health of the company, they can be expensive, draining both financial resources and time. As a result, customer care organizations, such as contact centers, are constantly seeking ways to make their processes more efficient in order to ensure that all customer expectations are met within budget.

Both Convergys and Avaya have proven their worth in the customer interaction and contact center space. Therefore, any assessment that these companies can provide will deliver insight and recommendations for improvement that can help an organization better align their customer service goals with their overall strategic plan. 

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