Convergys Corp. recently announced the availability of multiple customer experience optimization solutions.
Convergys said its solutions leverage its proprietary consulting methodology to evaluate a customer's end-to-end experience, uncover and isolate causes of low performance and eradicate interaction challenges via process-improvement recommendations.
The solutions include call analysis, chat optimization, customer interaction assessment and IVR optimization. Call analysis explores the reasons why customers call more than once while chat optimization analyzes thousands of chat transcripts to ascertain why customers chat, where break-downs occur and how to improve performance, according to Convergys, a provider of customer management solutions.
Customer interaction assessment provides a view of the operational environment to understand the state of service delivery, and maps it against an ideal future state; IVR optimization is designed to improve the end-to-end on-call customer experience, the company said.