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Convergys Adds Optimization Solutions to its Analytics Portfolio"The point of service is the most controllable opportunity to have a meaningful impact on customer loyalty," said Mike Cholak, vice president of Convergys Analytics. "The delivery of these solutions enables our consulting professionals to drive relevant, quick and cost-effective outcomes that deliver significant returns on investment for our clients." The solutions include: Convergys Repeat Call Analysis - Explores the reasons why customers call more than once, the processes and technology used to effectively resolve issues and upstream impacts on the customer experience. This solution utilizes a robust, integrated review of customer and agent behaviors to isolate - and solve - repeat-call obstacles and improve first call resolution. Convergys Chat Optimization - Leverages consulting experts and text analytics technology to analyze thousands of chat transcripts to provide insight into why customers chat, where break-downs occur and how to improve performance. Convergys Customer Interaction Assessment - Provides a snapshot view of the existing operational environment to understand the current state of service delivery, and maps it against an optimized future state. Insights span the people, processes and technology used to enable customer care and capture the causes of ineffective interactions. This solution focuses on five core experience attributes: operations, process, policy and metrics, channel and desktop tools. Convergys IVR Optimization - Is specifically designed to reduce customer effort within the IVR and phone channels, and improve the end-to-end on-call customer experience. The solution isolates calls going to and coming from the IVR, and reveals the interaction paths that drive satisfaction and dissatisfaction, break points, customer effort and the impact of the IVR on performance outcomes. For more information on Convergys' analytics solutions, click here. Since 1976, Convergys Analytics has grown from a small unit focused on consumer-products research to a technology-driven, global team. Combining a robust network of analytic tools and methodologies, Convergys' team of researchers, analysts and consultants delivers solutions that lower costs and improve customer interactions. Recently, Convergys Analytics was cited as a key factor in Convergys' receipt of the CRM magazine Service Award for Outsourcing. As a single-source customer management provider, Convergys combines agent services, customer service research insights, innovative technology, and analytics to help their clients deliver consistently satisfying customer service experiences. Through customer care outsourcing and services to in-house contact centers, Convergys is helping clients build more effective relationships with their customers while driving increased revenues and cost savings. About Convergys As a leader in customer management for over 30 years, Convergys is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Every day, our nearly 75,000 employees help our clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agent, technology, and analytics solutions. Our actionable insight stems from handling billions of customer interactions annually for our clients. Visit www.convergys.com to learn more. (Convergys and the Convergys logo are registered trademarks of Convergys Corporation.) Contact(s): Jeff Hazel, Convergys Media/Public Relations, +1 513 723 7153 or [email protected] ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.net on the world wide web. Inquiries to [email protected]. |