Convergys Corp. has announced that a leading U.S. wireless operator with millions of subscribers has signed a contract for Convergys Intelligent Credits Solution, part of Convergys’ Intelligent Automation portfolio.
By using Intelligent Credits to improve the process of issuing customer credits, Convergys says the client can drive significant cost savings while increasing the satisfaction of its most valued customers. This software contract, valued at approximately $6.5 million, includes a license for Convergys Dynamic Decisioning Solution as well as annual maintenance, along with implementation services, which Convergys’ professional services team will provide. Convergys will complete the implementation of the solution in the second quarter of this year.
Convergys says Intelligent Credits enables centralized policy creation and management as well as automated, real-time, and proactive policy enforcement across all customer contact channels. The solution will enable real-time evaluation of customer requests for credits based upon the wireless operator’s business policies and the customer’s history with the provider. It will immediately provide customer service and retail associates with the appropriate credit offer they should make to subscribers in real-time. The solution is expected to save this operator as much as $100 million per year by eliminating erroneously issued credits and reducing call handle times.
“In today’s tough economic environment, every dollar counts, and businesses can’t afford to make costly mistakes. With Convergys Intelligent Credits Solution in place, our client will drive immediate cost savings by automating its discretionary customer credit offers based on business rules and subscriber history,” said Jim Boyce, president, Global Sales and Services, Convergys. “Ensuring that customer service representatives make the right offers to subscribers has a direct and sizable impact on our client’s bottom line, and Convergys’ relationship management solutions make that assurance possible.”
