Convergys Expands Contract With NewWave

NewWave Communications has expanded its contract with Convergys to include implementing a multiple channel, single billing solution and Intervoice IP Contact Center (IPCC).

Under the agreement, which runs through 2014, Convergys will implement a single billing solution supporting NewWave’s cable, broadband, and telephony customers. This new solution will consolidate provisioning, rating, billing, and customer care for all services on a single platform, allowing NewWave to create what Convergys says are compelling service bundles – including cross-service discounts – and streamline the order entry and customer care process.

NewWave has also chosen to implement the Intervoice IP Contact Center solution, a standards-based, multi-site, multi-channel, software solution that combines different types of customer contacts on one platform. With IPCC, subscribers can contact NewWave by phone, e-mail, or Web. IPCC enables NewWave to manage its multiple, dispersed locations as a single contact center system and intelligently route contacts to the customer service representative best suited to handle the inquiry.