Convergys Intros Intelligent Self-Service Solution

Convergys Corp. says its new Intelligent Self-Service solution, now available, includes intelligent automation with self-service that empowers companies to take full advantage of every customer interaction and leverage that valuable data to drive down operating costs, increase revenue opportunities, and maximize customer satisfaction and loyalty. Convergys says clients who implement intelligent solutions can realize rapid ROI – often within six to twelve months.

By combining two innovative technologies – Convergys Dynamic Decisioning Solution (DDS) and Intervoice Voice Portal (IVP) – the company says Intelligent Self-Service is a game-changing solution that gives contact centers the power to deliver personalized, relevant, multichannel, customer interactions and can provide tangible business results, such as up to 25 percent reduction in cost-to-serve by doing the following:

• Enabling centralized policy creation and management, supported by closed-loop learning, to ensure a consistent customer experience across all channels
• Personalizing the customer experience to increase loyalty and retention while reducing call handle times by up to 20 percent
• Accelerating self-service adoption rates to reduce costs and increase call containment rates by up to 20 percent
• Leveraging cross-sell and upsell opportunities to increase revenue
• Integrating with current business systems to take advantage of existing customer information
• Eliminating the risk and expense of a “forklift” technology upgrade