Your contact center is effectively your customer center, and customer expectations have never been higher. Manage it well and you increase customer satisfaction; manage it poorly and you lose customers. Either way, it is how you manage the customer experience that dictates how your contact center operations perform.
How Our Multichannel Automation Solutions Can Help You Retain Customers
At Convergys, we focus on improving your customer experience strategies with solutions that drive higher value from your contact center operations and self-service investments. From customer insight, to applied technology, to agent effectiveness, Convergys Multichannel Automation Solutions enable you to differentiate from the competition based on service, to increase customer satisfaction and loyalty, and to increase profits and customer lifetime value.
In addition, we offer a complete spectrum of Consulting and Services offerings to help you positively impact key drivers of business success.
Our portfolio includes:
Offerings to Help You Manage:
Revenue Capture Solutions enable organizations to take advantage of frequent, information rich interactions to capture new revenue opportunities, present targeted upsell offers and highlight cross-sell promotions.
Using a blend of self-service and live-agent channels, these solutions enable organizations to identify and analyze customers, select offers likely to appeal, differentiate presentation based on context and channel, and offer a range of customer options to complete the transaction.
- Dynamic Decisioning Solution
- Speech Solutions
- Professional Services
- Consulting Services
Moving beyond standard measures of customer satisfaction is a business imperative driven by ever-increasing customer expectations. Experience Enrichment Solutions are aimed at increasing satisfaction and loyalty by making interactions more personalized and intuitive.
Our solutions involve the utilization of cross-channel data, experience design, automation, and consulting to provide a customer experience that is effective. The resulting interactions are personalized and humanized, context- and customer-aware, and memorable and pleasant.
- Dynamic Decisioning Solution
- Personalized Self-Service Solution
- Call Notes Automation Solution
- Professional Services
- Consulting Services
Managing costs by improving efficiency and effectiveness remains a critical component of a customer management strategy. Cost Containment Solutions provide multichannel interaction efficiency and increased containment within self-service channels.
These technologies and services identify and analyze opt-out drivers to increase containment within self- service applications, provide greater intelligence within the interaction, and improve live agent efficiency.
- Hosted Speech Platform Solution
- Dynamic Decisioning Solution
- Personalized Self-Service Solution
- Call Notes Automation Solution
- Professional Services
- Consulting Services
Adoption Acceleration Solutions ensure customers use, enjoy, and benefit from self-service offerings. Our solutions focus on increasing the number, effectiveness, and sophistication of self-service channels.
We achieve this by combining award-winning speech applications and platforms, analyzing and optimizing technology, and expert strategic and operational insight:
- Speech Solutions
- Dynamic Decisioning Solution
- Personalized Self-Service Solution
- Professional Services
- Consulting Services
The result is a robust, customer-centric multichannel service capability that measurably drives business performance.
