Convergys Launches Convergys CRM 2.0

Convergys today released the latest version of Convergys CRM powered by Microsoft Dynamics CRM 2011.

Convergys CRM 2.0, part of the Convergys Smart Suite, will allow communication and utilities providers to transform their businesses with a comprehensive Business Support System (BSS) that improves the billing processes, customer service, and time-to-market for new revenue-generating services.

Convergys CRM 2.0 offers the following:

• Consolidated view for customer service representatives to view all key customer details, including products, services, billing information, interactions, equipment and other important activities.
• Ability to seamlessly move customers between support channels and segments, including the ability to view available services and products based on service location.
• Positive and consistent customer experience at all touch points creates competitive differentiator.

"As services converge and churn causes revenues to erode, providers must transform their operations and business models. Standing out from the crowd boils down to an imperative described in a single word: service," said Bob Lento, president of Convergys Smart Revenue Solutions, in a statement. "With this latest release of Convergys CRM, providers can address the immediate nature of new services and products while proactively and seamlessly serving customers at every touch point."

To assist providers with their business challenges, Convergys announced a strategic relationship with Microsoft in February 2010 to deliver a pre-integrated solution that would improve billing processes, customer service, and time-to-market for new revenue-generating services for communications and utilities providers.

"As telcos look to transform their business, innovations in billing and customer service can make all the difference," said Dennis Michalis, general manager of Microsoft Dynamics CRM, in a statement. "Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions. The new offering from Convergys is an example of a solution that takes advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers."

Convergys CRM 2.0 combines and enhances Microsoft's Dynamics CRM platform with Convergys shopping and ordering, customer management, and account management, which is pre-configured and dedicated to telecommunications, cable, broadband, satellite and utilities businesses. Convergys CRM is also integrated with Rating & Billing Manager.

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