Relationship management solutions provider Convergys Corporation has announced the local availability of its new multichannel automation solutions portfolio.
The portfolio is designed to help companies with in-house customer service operations to improve the quality and value of their customer interactions and lower costs.
The new portfolio includes:
These solutions use a blend of self-service and agent-assisted transactions to enable organizations to identify and analyze customers, select offers likely to appeal, differentiate presentation based on context and channel, and offer a range of customer options to complete the transaction.
This utilizes cross-channel data, experience design, automation, and human factors consulting making customer interactions more personalized and intuitive.
Cost containment technologies and services aim to identify and analyze opt-out drivers to increase containment within self-service applications providing greater intelligence within the interaction.
These solutions include speech applications and platforms, analyzing and optimizing technology, and expert strategic and operational insight.
Dynamic decisioning can integrate with an organization's existing CRM, billing and service delivery system. It also supports centralized policy creation and management, process automation and real-time policy enforcement.
Convergys Australia and New Zealand senior account executive Max Tennant said the new products can help businesses differentiate their service experience, reduce inefficiencies and customer churn, and diversify revenues.