Convergys Corp. has made available version 5.0 of its Dynamic Decisioning Solution, which the company says uses real-time business rules and policy management driven by valuable customer data to help reduce costs, optimize revenue opportunities, and dramatically increase satisfaction and loyalty. A key component of the Convergys Intelligent Interaction Solution portfolio, Convergys says Dynamic Decisioning enables companies to take maximum advantage of every customer interaction –- from self-service to proactive notification to agent-assisted service.
The proliferation of customer contact channels – retail locations, Web, IVR, e-mail, chat, social media, agents, and mobile devices – has made it more difficult for companies to build a consistently superior customer experience. Convergys says its Dynamic Decisioning Solution enables clients to provide that consistently superior experience, no matter which contact channel a customer uses.
Convergys says DDS is a highly scalable, enterprise-wide, policy management solution that helps improve the customer experience and enable clients to achieve their business objectives by optimizing and adapting to changing customer dynamics in real-time at the point of interaction – regardless of where and how the interaction takes place.
"At Convergys, we focus on helping our clients maximize the value of thousands of customer interactions every day," said Mike Betzer, Convergys president, Relationship Technology Management. "With this new release of Dynamic Decisioning Solution, we can build on our existing success by giving our clients more flexibility in updating the business rules that optimize the customer experience across all channels of customer communication. So as clients refine their business rules, they can effectively deliver more intelligence and therefore add more value to each and every customer interaction.”
By codifying and centralizing real-time business rules, Convergys says he new version of the Dynamic Decisioning Solution helps enterprises provide the following significant benefits:
- Improved loyalty and retention of high-value customers through an improved customer experience. Dynamic Decisioning Solution helps deliver more personalized interactions and real-time adaptive responses to customer actions, as well as more effective save offers and “next best” actions targeting at-risk customers with a high value to your business. Dynamic Decisioning Solution can yield improvements in retention from 10-50 percent.
- Reduced cost-to-serve. Dynamic Decisioning Solution helps drive efficiency improvements in customer interactions, limits the value of offers made to low-value customers, proactively identifies customer issues during interactions, and proactively sends outbound notifications regarding service and other customer issues that can reduce the volume of inbound service or complaint calls. Enterprises can often reduce their cost to serve by up to 25 percent when deploying Dynamic Decisioning Solution. A large wireless carrier recently implemented a Convergys solution powered by Dynamic Decisioning Solution to drive accuracy in its credits process, which can ultimately reduce its credit expense by 20% or more.
- Increased revenue through more personalized and effective real-time targeting of cross-sell and up-sell offers as well as more consistent purchases of value-added services – via on-screen prompts for call center agents and retail employees, and direct-to-customer messaging on the Website and in the IVR, or delivered by E-mail, SMS or outbound calls.
Dynamic Decisioning Solution 5.0 is available immediately through Convergys’ direct sales force at 800 344 3000 and Convergys’ channel partners.
