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March 22, 2010

MicroAutomation Forms Non-Exclusive Alliance with Convergys for Voice Solution

By Anil Sharma, TMCnet Contributor

MicroAutomation (News - Alert), a systems integrator of call center automation solutions, has formed a new, non-exclusive alliance with the Convergys (News - Alert) Corporation, a global player in relationship management.

Thanks to the pact, MicroAutomation will now be able to offer clients Convergys’ full suite of technology-based Customer Solutions, including Intelligent Self-Service Solution, which is an integration of Intervoice (News - Alert) Voice Portal, or “IVP,” and Convergys' Dynamic Decisioning Solution.

Officials with MicroAutomation said that the integration of these two offerings takes advantage of the power of speech and Web-based standards, along with enterprise-wide policy management to enable contact centers to provide a more personalized and relevant experience for their customers, while also helping to reduce costs and increase revenue opportunities.

“Convergys' 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.

Mustico said that the company welcomes this strategic alliance with Convergys, an established leader in relationship management.

“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.

Betzer said that this alliance presents Convergys with the opportunity to further showcase the company’s technology solutions and services to an impressive client roster working in customer-intensive industries.

In February, Convergys Corp. launched version 6.5 of its IVP and the next generation of its Interaction Composer development environment to further enhance the suite of intelligent interaction solutions.

According to officials with Convergys, the IVP is a key component of the Convergys Intelligent Self-Service “ISS” solution, which combines intelligent automation with self-service and outbound notification, empowering companies to take full advantage of every customer interaction and leverage that valuable data to help drive down costs, increase revenue opportunities, and increase satisfaction and loyalty.

Within the Intelligent Self-Service solution, Intervoice Voice Portal from Convergys helps contact centers determine their customers’ needs and preferences in order to provide them with personalized, convenient, and consistent interactions, while helping to reduce operational costs.

In addition to supporting inbound interactions, IVP can be used to deliver outbound notifications to customers and offer cross-sell and up-sell opportunities via phone, text message, or e-mail.

IVP 6.5 now includes features platform improvements such as enhanced hearing-impaired support and robust management and alarm capabilities to meet regulatory and client requirements.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Kelly McGuire

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