New Version of Convergys Solution Dramatically Enhances Every Customer Service Interaction
7 Jun, 2010
Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced the immediate availability of version 5.0 of Convergys Dynamic Decisioning Solution. Dynamic Decisioning Solution uses real-time business rules and policy management driven by valuable customer data to help reduce costs, optimize revenue opportunities, and dramatically increase satisfaction and loyalty. A key component of the Convergys Intelligent Interaction Solution portfolio, Dynamic Decisioning Solution enables companies to take maximum advantage of every customer interaction -- from self-service to proactive notification to agent-assisted service.
Superior customer experiences help build customer loyalty, expanding and extending customer value through higher purchase levels and longer customer relationships. However, the proliferation of customer contact channels – retail locations, Web, IVR, e-mail, chat, social media, agents, and mobile devices – has made it more difficult for companies to build a consistently superior customer experience. Convergys Dynamic Decisioning Solution enables clients to provide that consistently superior experience, no matter which contact channel a customer uses.
Real-Time Business Rules for Every Customer Experience, Across Every Contact Channel
The Convergys Dynamic Decisioning Solution is a highly scalable, enterprise-wide, policy management solution that helps improve the customer experience and enable clients to achieve their business objectives by optimizing and adapting to changing customer dynamics in real-time at the point of interaction – regardless of where and how the interaction takes place.
"At Convergys, we focus on helping our clients maximize the value of thousands of customer interactions every day," said Mike Betzer, Convergys President, Relationship Technology Management. "With this new release of Dynamic Decisioning Solution, we can build on our existing success by giving our clients more flexibility in updating the business rules that optimize the customer experience across all channels of customer communication. So as clients refine their business rules, they can effectively deliver more intelligence and therefore add more value to each and every customer interaction.”
By codifying and centralizing real-time business rules, the new version of Convergys Dynamic Decisioning Solution helps enterprises provide the following significant benefits:
- Improved loyalty and retention of high-value customers through an improved customer experience. Dynamic Decisioning Solution helps deliver more personalized interactions and real-time adaptive responses to customer actions, as well as more effective save offers and “next best” actions targeting at-risk customers with a high value to your business. Dynamic Decisioning Solution can yield improvements in retention from 10% to 50%.
- Reduced cost-to-serve. Dynamic Decisioning Solution helps drive efficiency improvements in customer interactions, limits the value of offers made to low-value customers, proactively identifies customer issues during interactions, and proactively sends outbound notifications regarding service and other customer issues that can reduce the volume of inbound service or complaint calls. Enterprises can often reduce their cost to serve by up to 25% when deploying Dynamic Decisioning Solution. A large wireless carrier recently implemented a Convergys solution powered by Dynamic Decisioning Solution to drive accuracy in its credits process, which can ultimately reduce its credit expense by 20% or more.
- Increased revenue through more personalized and effective real-time targeting of cross-sell and up-sell offers as well as more consistent purchases of value-added services – via on-screen prompts for call center agents and retail employees, and direct-to-customer messaging on the Website and in the IVR, or delivered by E-mail, SMS or outbound calls.
On-Demand Dynamic Decisioning
While previous versions required data and event access behind the firewall, Dynamic Decisioning Solution 5.0 is deployable completely in the cloud. This capability can make the power of intelligent real-time customer interactions even more accessible, cost-effective, and easy to implement. From the client’s point of view, the new features in release 5.0 effectively eliminate operational differences between implementing Dynamic Decisioning Solution locally vs. remotely in an on-demand model that leverages the ubiquity of the Internet.
“We see the future of intelligent interactions, as well as much of the software industry going to an on-demand model, so we have focused our development efforts to ensure that Dynamic Decisioning Solution works completely and easily in the cloud,” said Betzer.
Clients will now be able to enjoy the rich functionality of Dynamic Decisioning Solution for customer interactions ranging from small pilots to enterprise-wide, multi-channel implementations using the on-demand/hosted model. With no license fee and simplified installations, the economics of using an on-demand/hosted environment become even more compelling.
Availability of Dynamic Decisioning Solution 5.0
Dynamic Decisioning Solution 5.0 is available immediately through Convergys’ direct sales force at 800 344 3000 and Convergys’ channel partners.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.
Convergys has approximately 70,000 employees in 82 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.
