CONVERGYS THOUGHT LEADERSHIP SPEAKER SERIES: Technology is at the forefront of contact center innovation. Now what?
2009-06-26 15:17:06 -
At the Fourth Call Center IP and CRM Seminar this week in São Paolo, Brazil, Convergys Corporation : cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fcon .. (NYSE: CVG), a global leader in relationship management : cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww .. , shared its insights on the importance of leveraging technology to drive innovation in the delivery of contact center services.
Speaking on, “How Innovation Can Change the Contact Center Business,” Convergys’ Thais Marca discussed the importance of upgrading the service delivery platforms in today’s contact centers to enable greater innovation in the delivery of a superior customer service experience. Marca is general manager of Convergys’ Latin American operations.
According to Marca, companies should first and foremost upgrade their self-service voice portals. Targeted, well-designed use of innovative voice portal applications will reduce cost per call, improve accuracy of call routing to live agents, and improve customer satisfaction. Today’s voice portals utilize customer intelligence within process flows to better route calls, change menu options on demand to make information easier to find, and present customized data in order to improve the overall customer experience, noted Marca.
Another leading advancement of today’s voice portals is the addition of multimodal functionality and web content access, all while keeping the original voice channel available. In her presentation, Marca shared a case study that discussed how a Convergys client is on target to save tens of millions of dollars a year from its new voice portal, which is helping the company to increase self-service automation for up to two-thirds of all service calls, gain better customer insight through call analytics, and create an integrated self-service to live agent customer experience.
To view a copy of the presentation, please visit: convergys.com/company/news-events/events.php : cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fcon .. .
Convergys blogs, podcasts, and webinars on the latest industry trends and thought leadership in relationship management can be accessed via www.convergys.com : cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww .. .
To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com : mailto:jeff.hazel@convergys.com
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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 and employees.
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 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 nine consecutive years. We have approximately 75,000 employees in 86 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 : cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww ..
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
Convergys CorporationBusiness and Financial Media -- John Pratt+1
513 723 3333 or john.pratt@convergys.com : mailto:john.pratt@convergys.com Trade
Media -- Jeff Hazel+1 513 723 7153 or jeff.hazel@convergys.com : mailto:jeff.hazel@convergys.com
