Tuesday, February 3, 2009

Rodale Selects Convergys' Relationship Management Solutions to Drive Superior Customer Experience

Convergys Corporation, a global leader in relationship management, announced today that top media company Rodale, which reaches more than 70 million people worldwide through multiple distribution channels including magazines, books, online, e-commerce, direct-to-consumer, and video, has signed a contract for Convergys' industry-leading portfolio of customer care and relationship management solutions.

This announcement marks the first contract win combining both Convergys and Intervoice [R] solutions since Convergys acquired Intervoice in September 2008.

With Convergys, Rodale can leverage a strong portfolio of intelligent contact center solutions and live agent customer care operations to optimize every customer interaction. These combined solutions will enable Rodale to deliver an enhanced customer experience allowing customers to choose their channel of communication.
Rodale will offer a comprehensive customer service experience via multiple channels of communication leveraging Intervoice Voice Portal 6.0 for voice self service options and intelligent call routing integrated to deliver a seamless transfer to knowledgeable live agents.

In addition to technology and live agent solutions, Rodale will take advantage of the best practices and expertise of the Convergys Professional Services organization to create a strategy that drives a customer centric design and deployment model for the end-to-end solution, including ongoing tuning and optimization services to ensure optimal performance and efficiencies.

"In a highly competitive marketplace, providing our customers with choices for how they can communicate with us is another way we can continue to provide added-value," said Howard Weill, SVP, Finance & Operations, Rodale. "With Convergys' relationship management solutions, Rodale now has an end-to-end customer care solution that consolidates and streamlines operations and reduces costs while simultaneously raising its level of customer satisfaction."

"Consumers today are increasingly demanding customer service solutions that empower them to either serve themselves or be served by a live agent," said Jim Boyce, Convergys President, Global Business Units. "Rodale is an early example of a company that will reap the benefits of providing its customers with a seamless combination of multiple customer care platforms, including technology and software-based voice response and self-service platforms and live agent support."

Convergys partners with companies to strengthen their relationships with customers and employees. Convergys Customer Solutions enable a superior customer experience and enhance business performance by applying the right mix of technology-based self-service and agent-assisted care to support their customer interactions. As a result, our clients achieve improved operational effectiveness, enhanced customer experience, and accelerated revenue growth creating a sustainable competitive advantage.

About Rodale Inc.

Rodale is a global media company with a heritage, mission, and authority dedicated to the health and wellness of the individual, community, and planet. Through a broad portfolio of leading media properties, Rodale reaches more than 70 million people around the world through multiple distribution channels, including magazines, books, online, e-commerce, direct-to-consumer, and video. The company publishes some of the best-known health and wellness lifestyle magazines, including Men's Health, Prevention, Women's Health, Runner's World, Best Life, Bicycling, Running Times, and Organic Gardening, and is the largest independent book publisher in the U.S. with a collection of best-selling titles, including Al Gore's An Inconvenient Truth, The South Beach Diet and Eat This, Not That! Rodale is also a leader in direct-response marketing and has more than 25 million active customers in its database.

About Convergys

Convergys Corporation is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 83 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com.

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