Monday, September 7, 2009

Convergys’ New Intelligent Notification Solution Increases Customer Satisfaction While Reducing Contact Center Costs

At the SpeechTEK 2009 Conference and Exhibition this week in New York, Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced the immediate availability of its new Intelligent Notification solution. This solution combines intelligent automation with advanced notification capabilities to help contact centers transform their service strategies from reactive to proactive, reduce costs through call avoidance and call deflection, and increase revenue through targeted outbound cross-sell and upsell initiatives. While results vary from client to client, Convergys’ experience shows that intelligent solutions can provide rapid ROI – often in twelve months or less.

Intelligent Notification combines two innovative technologies – the Convergys Dynamic Decisioning Solution and the Intervoice [R] Advanced Notification Gateway – to provide a more intuitive and relevant customer experience. Adding intelligence can turn typical applications into competitive differentiators by allowing companies to

  • Drive more value from existing investments by quickly and easily integrating with current business systems to leverage existing customer information.

  • Enhance customer satisfaction and loyalty by delivering real-time notifications via the customer’ channel – or channels – of choice.

  • Ensure that customers always have the latest account and service information.
  • Decrease costs by contacting customers proactively, reducing the need for incoming calls by up to 20%.

  • Increase revenue and improving agent morale by freeing up agents to focus on cross-sell and upsell opportunities.

  • Achieve ROI more quickly than with traditional outbound solutions, while reducing IVR variable costs by up to 20%.

The Convergys Intelligent Notification Solution can be used throughout the entire customer lifecycle – from Customer Acquisition/Win-Back to Customer Service to Customer Loyalty/Retention to Collections – across all industries. For example, in the financial services industry, a credit card customer can receive an outbound IVR courtesy call or text message after an unusual flurry of activity on their card to ensure the card has not been lost or stolen. Upon receiving this notification, the customer can choose to be seamlessly connected to inbound self-service or a live agent.

The Intelligent Notification solution provides a tighter integration with current business systems, including CRM, billing, and legacy systems. With this solution, investments in collecting and maintaining historical information can achieve greater value than ever before. The information on customers’ interactions personalizes typical automation capabilities intended to drive increased IVR containment, more cross-sell/upsell opportunities, and proactive communications.

Normal outbound notifications can be personalized, automated proactive communications with the Intelligent Notification solution.

“Our solution provides a truly personalized customer experience. While other outbound offerings broadcast the same message to everyone, intelligent notifications can be tailored toward each individual —even down to the transaction level,” said Ravi Narayanan, Convergys Vice President, Product Management.

A leading grocery, pharmacy, and convenience retailer implemented Intelligent Notification to alert its customers when prescriptions are ready. After a successful pilot program, the retailer rolled out Intelligent Notification to all of its pharmacy locations, increasing its outbound prescription notifications from 50,000 to 330,000 per month and significantly reducing its incoming call volume.

“Some might argue that a single contact center multichannel routing solution could do the same thing, but that is rarely the case. Web interactions are typically handled separately from voice. Live agent routing and IVR routing, while they can be combined, are in many cases still in siloed applications. And in-person interactions can also be run through DDS, something few systems today can include,” blogged Sheila McGee-Smith, president, McGee-Smith Analytics, after seeing a DDS demonstration.

Convergys helps companies strengthen their customer relationships through innovative and intelligent relationship management solutions and services that power millions of interactions every day. In response to the economic challenges facing businesses today, Convergys offers its clients flexible financing options and hosted services.

Availability and No-Risk Incentives

The Convergys Intelligent Notification solution is available immediately through Convergys’ direct sales force. For a limited time, qualified prospects and clients can license the Convergys Dynamic Decisioning Solution at no cost and take advantage of the Convergys Performance Assurance Challenge to try Convergys’ intelligent solutions risk-free. For more information, contact Convergys at +1 800 344 3000 or visit

About Convergys

Convergys Corporation (NYSE: CVG) 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 nine consecutive years. We have approximately 70,000 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

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