World VoIP NewsConvergy Corporation introduces new VoIP telephony management toolsConvergy Corporation introduces new VoIP telephony management tools

Convergy Corporation introduces new VoIP telephony management tools


Convergy Corporation introduces new VoIP telephony management tools
Convergys Corporation, being actively operating on the market of customer relationship and information management solutions, has announced the release of several customer experience optimization applications designed by company’s dedicated team.
The line-up of new utilities leverage Convergys's multi-layered consulting operational algorithm to evaluate all elements of a client’s end-to-end experience, determine the root causes of insufficient performance and prevent interaction challenges by means of process-improvement practical advices. "The target of service is the most manageable opportunity to get a positive impact on customer retention," stated Mike Cholak, VP at Convergys Analytics. "The providing of these solutions makes our consulting professionals to boost appropriate, rapid and cost-efficient output that ensures massive returns on investment for our customers." The solutions consists with the series of Convergys Repeat Call Analysis, Chat Optimization, Customer Interaction Assessment and IVR Optimization tools. Convergys Repeat Call Analysis seek for the bottom lined reasons why clients call more than once, the procedures and utilities used to effectively deal with problems and isolate an impact on the customer experience. Solution of Chat Optimization deploys consulting experts and text analytics applications to analyze different chat codecs to have an insight into why customers chat, why outages happen and how to boost overall performance. The Customer Interaction Assessment ensures the dynamic snapshot view of the on-going operational deeds to understand the existing status of service delivery, and charts it versus an optimized future state. Insights span the individuals, procedures and software used to enable customer care and determine the causes of insufficient performance . This application concentrates on five general experience metrics: operations, processes, policy, channelling and desktop engines. Convergys IVR Optimization is particularly designed to minimize customer effort in frames of the IVR and telephony channels, and make more efficient end-to-end calling customer experience. The product differentiates calls processed to and from the IVR, and opens up the interaction algorithms that ensure satisfaction and dissatisfaction, dropping points, customer insisting level and the role of IVR for performance indicators.


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