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Convergys Adds Optimization Solutions to its Analytics Portfolio
New solutions analyze why callers do what they do and what to do to address their concerns.
Posted Jun 6, 2012
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Convergys yesterday released multiple customer experience optimization solutions delivered by its analytics team. These new solutions leverage Convergys’ proven proprietary consulting methodology to evaluate all facets of a customer’s end-to-end experience, uncover and isolate root causes of low performance and eliminate interaction challenges through process-improvement recommendations.

The solutions include the following:

  • Convergys Repeat Call Analysis – Explores the reasons why customers call more than once, the processes and technology used to effectively resolve issues, and upstream impacts on the customer experience.  This solution uses a robust, integrated review of customer and agent behaviors to isolate and solve repeat-call obstacles and improve first call resolution.
  • Convergys Chat Optimization – Leverages consulting experts and text analytics technology to analyze thousands of chat transcripts to provide insight into why customers chat, where break-downs occur, and how to improve performance. 
  • Convergys Customer Interaction Assessment – Provides a snapshot view of the existing operational environment to understand the current state of service delivery, and maps it against an optimized future state. Insights span the people, processes and technology used to enable customer care and capture the causes of ineffective interactions. This solution focuses on five core experience attributes: operations, process, policy and metrics, channel and desktop tools.
  • Convergys IVR Optimization – Is specifically designed to reduce customer effort within the IVR and phone channels, and improve the end-to-end on-call customer experience. The solution isolates calls going to and coming from the IVR, and reveals the interaction paths that drive satisfaction and dissatisfaction, break points, customer effort and the impact of the IVR on performance outcomes.

"The point of service is the most controllable opportunity to have a meaningful impact on customer loyalty," said Mike Cholak, vice president of Convergys Analytics, in a statement. "The delivery of these solutions enables our consulting professionals to drive relevant, quick and cost-effective outcomes that deliver significant returns on investment for our clients."


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