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Convergys Corporation , a global provider of relationship management solutions, has announced it has formed a new, non-exclusive alliance with MicroAutomation (News - Alert), a provider of call center solutions designed to focus on enhancing the caller experience.

 

MicroAutomation’s client portfolio includes customer-intensive entities that include government and emergency response call centers. Companies in the healthcare, utilities, financial, retail and hospitality industries turn to the company for solutions.

 

“Convergys’ (News - Alert) portfolio of technology-based customer solutions gives MicroAutomation a broader breadth of solutions to offer its clients,” said Pat Mustico, director of sales, MicroAutomation, in a statement. “We welcome this strategic alliance with Convergys, an established leader in relationship management.”

 

Now, as a result of this new alliance, MicroAutomation will offer clients the full Convergys suite of technology-based Customer solutions, such as the Intelligent Self-Service Solution; the platform-independent On-Demand Voice Authentication solution to authenticate agent-assisted and self-service IVR and mobile transactions; and Convergys’ flexible Hosted Self-Service Solutions to optimize the customer experience while also reducing operations cost.

 

The Intelligent Self Service Solution is an integration of Intervoice (News - Alert) Voice Portal (IVP) and Convergys’ Dynamic Decisioning Solution. With the integration of these two offerings, customers can take advantage of the power of speech and Web-based standards, in addition to enterprise-wide policy management to enable contact centers to provide a more personalized and relevant experience for their customers.

“MicroAutomation has a long history of serving the government and key industry verticals with vital contact center solutions,” said Mike Betzer (News - Alert), president of Relationship Technology Management at Convergys.  “This alliance presents Convergys with the opportunity to further showcase our technology solutions and services to an impressive client roster working in customer-intensive industries.”

In other Convergys news, the company’s HR division has been acquired by NorthgateArinso, a human resources software and services provider. The transaction is worth approximately $85 million in cash at closing and $15 million in cash over three years.

In September of 2009, Convergys announced, along with Duke Energy, an agreement to provide services to support the rapid advancement of smart grid technology. Convergys will supply Duke with next generation billing and customer management systems for smart grid technology as well as improving the customer service experience for utility customers.

Convergys has been helping companies optimize the value of their customer relationships for more than 30 years.  The company’s technologies and services take advantage of this experience to provide solutions that balance customer satisfaction with cost reduction.