Waterfield Technologies

Waterfield Technologies and Convergys are hosting a webinar on Thursday, April 23rd regarding expense management for call centers during today’s economic crisis.

Main topics will be:

• Leverage caller interactions to find & resolve root causes for calls

• Apply this knowledge to find the optimum balance between self-service & live agents

• Apply cost reduction strategies across channels

Guest speakers will include Helena Lawson, SVP for Convergys &  Jo Ann Parris, VP of Relationship Technology for Covergys.

Click HERE to learn more and register for this great learning event.

Convergys’ Dynamic Decisioning Solution

Another week, another opportunity to rub elbows (as well as occasionally bend an elbow) with end users of communications solutions, this time at the Convergys Interactions 2009 meeting in Orlando, Florida. Though there were fewer users than might have participated in a less financially challenging year, those that attended enjoyed a great mix of executive presentations, customer testimonials and Convergys and partner demos.

One of the key focuses was highlighting a solution from the Convergys portfolio, Dynamic Decisioning Solution (DDS), which is enjoying new prominence paired with the Intervoice portfolio.

Click the logo above to read the full article.

Cincinnati; March 4, 2009) – For the ninth consecutive year, Convergys Corporation (NYSE: CVG) has been rated one of “America’s Most Admired Companies” by FORTUNE Magazine.

FORTUNE named Convergys, a global leader in relationship management, a Most Admired Company in the Diversified Outsourcing category.  The survey, compiled by the management consulting firm Hay Group, asked executives, directors, and analysts to rate 1,400 companies  across FORTUNE’s nine key attributes of reputation, which include Innovation, People Management, Use of Corporate Assets, Social Responsibility, Quality of Management, Financial Soundness, Long-term Investment, Quality of Products and Services, and Global Competitiveness.

“On behalf of our more than 75,000 employees in countries around the world, I express our appreciation to Fortune for naming Convergys as one of America’s Most Admired Companies for the ninth consecutive year,” said Dave Dougherty, president and chief executive officer of Convergys.  “This meaningful designation from FORTUNE is an endorsement of our reputation in the business community, which is a matter of great importance and pride for us.  It also underscores Convergys’ vision of being the voice and the technology behind all superior service experiences, recognized as the leading relationship management company in the markets we serve worldwide.”

Convergys, with global headquarters in Cincinnati, counts among its clients some of the largest and most prestigious companies in the world and serves 26 of Fortune’s Top 50 Companies.

(Cincinnati & NCTA “The Cable Show,” Washington; March 30, 2009) – Convergys Corporation (NYSE: CVG), a global leader in relationship management, today announced the availability of advanced workforce optimization products and services for the global communications industry.  This new offering strengthens Convergys’ end-to-end BSS/OSS portfolio, enabling service providers to proactively predict service demand and quantifiably increase dispatcher efficiency and field productivity.

Convergys Field Service Manager enables service providers to proactively manage their field service technicians and operations by optimizing service scheduling and enhancing delivery operations both internally and with their customers, suppliers, and business partners.  Increased dispatcher efficiency with intuitive user interfaces helps dispatchers maximize accuracy, reduce errors, and successfully manage a greater number of resources in the field.

On average, service providers can increase available capacity, reduce mileage and fuel costs, and reduce monthly costs per technician.  Service providers will also benefit from increased customer satisfaction and improved technician availability, while simultaneously reducing costs associated with inefficient field service management.

Convergys’ approach is unique because it uses actual historical service provider cost and resource data to proactively predict service demand.  Service providers can then plan, schedule, and perform service delivery in a way that maximizes value – through decreased resource requirements and cost – across the enterprise.  Built upon patented technology, the economic resource optimization engine uses a service provider’s business goals and costs to predict value at every stage of the field service lifecycle, from appointment scheduling through field service routing and dispatch.

Field Service Manager includes:
• Appointment Manager – provides intelligent appointment scheduling driven precisely by goals set by the service provider.  Appointment Manager schedules field service appointments based not only on available time slots but also on flexible, ROI-driven goals such as reducing miles driven or number of trucks.
• Field Service Optimizer – includes patented technology and an exclusive and scalable optimization tool, enabling service providers to use their own route and resource data to precisely predict the value of multiple field service management scenarios via daily and multi-day planning.  Field Service Optimizer simulates and evaluates various “what if” scenarios to drive a financial impact from adjustments to each element of the field service lifecycle.

• Field Service Dispatch – facilitates real-time dispatching, assigns same-day jobs to technicians, and manages technician calls and ticket/work orders as they occur.  Functionality includes technician location maps, work order filters, auto-router, and monitor panels for both dispatchers and technicians.

• Field Service Mobile – provides wireless access through technician mobile units (Mobile Data Terminals) that allow technicians to view work schedules and ticket/work order information.  Work order information is sent through the mobile device to the billing system for processing and database entry.  Intelligent user interfaces help support cross-selling and upselling efforts.

“Service providers are increasingly challenged to deliver superior experience to their customers, Convergys’ new field service management capabilities will enable our clients to be more proactive in field resource planning, driving ROI from business critical solutions as a result,” said Bob Lento, president of Information Management at Convergys.  “Adding Field Service Manager to our BSS/OSS solution footprint allows us to drive higher customer satisfaction and lower costs for our clients.”

Convergys BSS/OSS Solutions deliver innovative support of convergent services leveraging real-time marketing innovation, minimizing risk, reducing operational costs, and generating revenue in order for our clients to focus on building valuable relationships with their customers.  Convergys supports six of FORTUNE’s Top 10 communications companies.

(Cincinnati; April 15, 2009) – - – Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today it has won a contract renewal to provide comprehensive, end-to-end customer care for the credit card customers of a global Fortune Top 10 financial services company with over 200 million customer accounts. The three-year contract extends and significantly expands the client’s use of Convergys’ industry-leading customer management solutions. One-third of the contract, which is valued at over $195 million, represents new initiatives.

Convergys will expand its multi-channel support of customer credit inquiries and issue escalations in addition to providing e-services website support and a wide range of collections and back office services for the client through its global delivery network. Convergys will also continue to provide protection services for the client through an expanded live agent program of in-bound and out-bound investigative calls. The client selected Convergys over two competitors for this renewed and expanded business, which nearly doubles the Convergys workforce servicing the client from the Philippines and India.

Like many companies in the financial services sector, this Convergys client is actively seeking innovative ways to take costs out of its business and reduce headcount while providing the high level of service its customers expect. Through the years, Convergys’ knowledgeable and professional customer service agents have consistently exceeded performance targets for this client. The excellent operational results demonstrated the compelling value of Convergys’ relationship management services and prompted the expansion of this contract.

“Recent research conducted by Convergys found that 29 percent of credit card customers note quality of service as key driver for satisfaction. 64 percent of all consumers indicate that first call resolution is a key factor in their satisfaction with a company,” said Jim Boyce, Convergys President, Global Business Units. “This client recognizes the challenges it faces and the superior customer service levels it needs to keep its customers happy. On behalf of this client, Convergys will continue to provide excellent customer support services, both proactive and reactive, that will exceed its customers’ expectations.”

With 30 years of customer support experience, Convergys partners with clients to improve operational effectiveness, increase customer satisfaction, and accelerate revenue growth to create a sustainable competitive advantage in the marketplace for its clients. Our global delivery model enables us to provide support – on-shore, offshore, or near-shore; whether in a contact center or home agent model. We provide our clients with state of the art infrastructure and self-service automation technology to not only increase customer satisfaction but also reduce costs.