Convergys, Sonda Partner to Serve Mexican Assisted/Self-Service Market

The Mexican market continues to grow: with 111 million residents it is largest Spanish-speaking country in the world. While labor costs in Mexico are low relative to that in the U.S. they represent a fair expense for Mexican businesses, which is creating a market for high-quality end user-and-contact-center-agent-friendly self-service and assisted-service solutions.

 

Convergys (News - Alert) is taking steps to take a larger share of the assisted/self-service business. It has formed a new, non-exclusive alliance with Sonda, the leading IT services provider in Latin America, to offer Convergys’ full suite of technology-based self-service and assisted Service Solutions to customers there. Sonda employs over 8,000 IT professionals in Latin America. It works with a diversified client base including leading companies in the banking, telecommunications, and insurance industries to drive down costs while improving customer loyalty.

 

Sonda will offer its Mexican clients the following Convergys solutions:

 

*          Convergys Intelligent Self-Service Solution, which is an integration of Convergys Intervoice (News - Alert) Voice Portal (IVP) and Convergys’ Dynamic Decisioning Solution. The integration of these two offerings utilized speech and Web-based standards, along with enterprise-wide policy management enable contact centers to provide a more personalized and relevant experience for their customers. At the same time they help to reduce costs and increase revenue opportunities

 

*          The platform-independent Convergys On-Demand Voice Authentication solution, which authenticates agent-assisted and self-service IVR, web and mobile device transactions more securely than traditional ID plus PIN authentication

 

*          Convergys’ Hosted Self-Service Solutions that optimize the customer experience while reducing operations cost

 

*          Convergys Intelligent Contact Routing Solution, which is an integration of the Intervoice IP Contact Center and Convergys Dynamic Decisioning Solution to create seamless and intelligently routing customer contacts by phone, e-mail, fax or the Web.

 

“Our alliance with Convergys enables Sonda to bring vital, new customer-focused business solutions to our client base, which includes the top 100 companies in Mexico,” said Guido Camacho, General Director of Sonda Mexico. “Together with Convergys, we are positioned to better service our clients with a range of innovative solutions that drive the cost improvements and increased customer loyalty today’s companies need to succeed and grow their businesses.”

 

“Sonda has a long and impressive 35-year history in Latin America,” said Mike Betzer (News - Alert), president of Relationship Technology Management at Convergys. “Its leadership position and robust client roster in Mexico presents Convergys with the opportunity to bring our technology solutions to a new market with the confidence that we are working together with the best and the strongest IT services ally in the region.”