Brasil Telecom delivers converged fixed-mobile solutions and is a full-service telecommunications operator with a rich voice, data, Internet, and managed services product portfolio for residential, enterprise, commercial, and government customers.
The company was seeking a solution that could drive revenue growth through customized customer offerings made in real time by its contact center agents for its wireless customer base. Brasil Telecom selected and piloted Convergys Dynamic Decisioning and within four weeks, witnessed a dramatic 50 percent increase in cross-sell and up-sell acceptance rates from its customers, according to the company.
”The relationship management experts at Convergys brought us new and innovative ideas on how we could transform our contact center operations to drive revenues and at the same time improve our customers' satisfaction. This ‘one-to-one’ selling approach allowed us to offer the best package for each customer's needs,” said Brasil Telecom marketing director, Dalton Hayakawa. “This agreement is one more milestone marking our successful, long-term partnership with Convergys.”
“This agreement offers further proof that Convergys’ Dynamic Decisioning Solution provides the impactful results that our clients are looking for,” said Jean-Hervé Jenn, Convergys president, International. “Convergys’ Relationship Management vision helps our clients lower operating costs, increase revenue, and deliver to their customers an unprecedented level of customized service.”
Brasil Telecom has used Convergys’ Infinys convergent BSS software since 2002. Today, Infinys supports Brasil Telecom’s wireless, wireline, data, and Internet service customers.
Convergys Dynamic Decisioning is a key component of Convergys’ Multichannel Automation Solutions portfolio. The company claims the solution identifies the specific customer’s needs, makes real-time decisions, and provides actionable multichannel responses focused on increasing revenue, decreasing costs, and reducing churn.