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November 08, 2007
Convergys Helps Clients Gain Strategic Advantage With a New Relationship Management Approach
CINCINNATI --(Business Wire)-- Convergys Corporation (NYSE:CVG) announced today the introduction of a new relationship management approach to help its clients gain strategic advantage. The approach applies consulting services, business analytics, and technology to drive greater value from interactions a client has with its customers and employees.
"No other company can offer the same breadth of relationship management services, solutions, and levels of expertise that Convergys can. Our decades of leadership in both customer and employee care outsourcing, innovative software development, and the application of analytics for continuous improvement enable us to drive greater efficiencies and effectiveness in the customer and employee service experience for large organizations around the world," said Dave Dougherty, Convergys President and CEO.
According to Gartner Research Director Jim Davies, "Improving the customer experience is an important business priority. However, many organizations are failing to deliver on customer experience expectations due to channel inconsistencies, poor expectation setting, a reactive rather than proactive approach to service, and their engrained unwillingness to engage in more open, two-way customer relationships. Organizations that strive to overcome these challenges will gain notable competitive advantage over the next few years."
The Convergys relationship management approach enables Convergys clients to better understand and serve their customers, better manage their global workforce as a corporate resource, drive more value from their relationships with their customers and employees, and improve their business performance, thereby creating a strategic advantage.
To support increasing client demand for more technology enablement of the customer and employee service experience, Convergys has formed a new Relationship Technology Management group to accelerate the development of technology-enabled solutions that improve the quality and value of interactions across live agent and self-care channels. This group will leverage the latest advanced technologies in speech automation and web-based self-care, enhanced with analytics to capture and analyze intelligence from the interactions.
Andrea Ayers, who has held senior leadership positions in contact center operations, marketing, new business development, and key account management during her 18-year career at Convergys, will lead the Relationship Technology Management group.
You can learn more about Convergys' new relationship management vision and capabilities by visiting the Convergys Website at www.convergys.com.
About Convergys
Convergys Corporation (NYSE:CVG) is the global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For 25 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for seven consecutive years. We have approximately 75,000 employees in 79 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
To receive Convergys news releases by email, click on http://www.convergys.com/company/news-events/newsroom/news_email.php
(source: http://www.tmcnet.com/usubmit/2007/11/08/3080037.htm)
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