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Convergys Corp. was conferred the Market Leader Award by
Speech Technology Magazine under the consulting services
category, specifically for its work with the United
States Postal Services (USPS).
The
award honors companies that have led the industry over
the past 12 months in specific categories based on polls
conducted with leading industry analysts and
consultants.
For its
work with USPS, Convergys put into place various call
automation enhancement solutions, which includes speech
recognition and tuning, in order to increase the number
of calls resolved through automated applications.
With the
changes in place in a system that handles over 60
million calls annually, it resulted in a 30-percent
increase in call-containment rates for USPS. One
specific internal-speech application enabled the USPS to
accumulate more than US$10 million in annual savings and
cut misdirected calls drastically from 21,000 to four or
less per month.
“We are
honored that our speech solutions and our consulting
expertise were recognized by Speech Technology
Magazine,” Andrea Ayers, Convergys Business Unit
president, said in a statement. “Speech automation is a
key component of our overall customer management
solution portfolio that optimizes our clients’ customer
and employee relationships.”
In
another development, the company also announced the
introduction of a new relationship management approach
to help its clients gain strategic advantage. The
approach applies consulting services, business
analytics, and technology to drive greater value from
interactions a client has with its customers and
employees.
“No
other company can offer the same breadth of relationship
management services, solutions, and levels of expertise
that Convergys can. Our decades of leadership in both
customer-and employee-care outsourcing, innovative
software development, and the application of analytics
for continuous improvement enable us to drive greater
efficiencies and effectiveness in the customer and
employee service experience for large organizations
around the world,” said Dave Dougherty, Convergys
president and chief executive officer.
Gartner
Research director Jim Davies said that improving the
customer experience is an important business priority.
However, he said, many organizations still fail to
deliver on customer experience expectations due to
channel inconsistencies, poor expectation setting, a
reactive rather than proactive approach to service, and
unwillingness to engage in more open, two-way customer
relationships. “Organizations that strive to overcome
these challenges will gain notable competitive advantage
over the next few years.”
The
Convergys relationship management approach enables
Convergys clients to better understand and serve their
customers, better manage their global workforce, drive
more value from their relationships with their customers
and employees, and improve their business performance,
thereby creating a strategic advantage.
To
support this increasing client demand, Convergys formed
a new Relationship Technology Management group to speed
up the development of technology-enabled solutions that
improve the quality and value of interactions across
live agent and self-care channels. This group will
leverage the latest advanced technologies in speech
automation and Web-based self-care, enhanced with
analytics to capture and analyze intelligence from the
interactions.
Ayers,
the Business Unit president at Convergys, will lead the
Relationship Technology Management group.
Convergys provides customer care, human resources, and
billing services, plus contact center and speech
recognition expertise, and applies automation to meet
the demands of a business and improve customer
experience. |
