Your contact center and self-service channels are often the first, most important interaction you have with potential customers. In addition, as customer relationships become more automated, it is imperative to transform the technologies, processes, and people that serve your customers into a revenue generating engine. Convergys is leading the way in changing how best-in-class companies acquire customers.
How Our Multichannel Automation Solutions Can Help You Drive Revenue
Be it the first sale, a follow on up- or cross-sell offer, or the introduction of promotions and advertising, Convergys Multichannel Automation solutions empower you to identify, manage, and convert revenue opportunities. Using a blend of technologies and services, the resulting capabilities are nuanced, economical, targeted, and effective. These solutions dramatically reduce the costs to acquire customers, resulting in higher market share, greater wallet share, and increased customer lifetime value.
In addition, we offer a complete spectrum of Consulting and Services offerings to help you positively impact key drivers of business success.
Our portfolio includes:
Offerings to Help You Manage:
Revenue Capture Solutions enable organizations to take advantage of frequent, information rich interactions to capture new revenue opportunities, present targeted upsell offers and highlight cross-sell promotions.
Using a blend of self-service and live-agent channels, these solutions 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.
- Dynamic Decisioning Solution
- Speech Solutions
- Professional Services
- Consulting Services
Moving beyond standard measures of customer satisfaction is a business imperative driven by ever-increasing customer expectations. Experience Enrichment Solutions are aimed at increasing satisfaction and loyalty by making interactions more personalized and intuitive.
Our solutions involve the utilization of cross-channel data, experience design, automation, and consulting to provide a customer experience that is effective. The resulting interactions are personalized and humanized, context- and customer-aware, and memorable and pleasant.
- Dynamic Decisioning Solution
- Personalized Self-Service Solution
- Call Notes Automation Solution
- Professional Services
- Consulting Services
Managing sales costs by improving efficiency and effectiveness remains a critical component of a customer acquisition strategy. Cost Containment Solutions provide multichannel interaction efficiency and increased containment within self-service channels.
These technologies and services identify and analyze opt-out drivers to increase containment within self- service applications, provide greater intelligence within the interaction, and improve live agent efficiency.
- Hosted Speech Platform
- Dynamic Decisioning Solution
- Personalized Self-Service Solution
- Call Notes Automation Solution
- Professional Services
- Consulting Services
Adoption Acceleration Solutions ensure customers use self-service offerings to acquire new services. Our solutions focus on increasing the number, effectiveness, and sophistication of self-service channels.
We achieve this by combining award-winning speech applications and platforms, analyzing and optimizing technology, and expert strategic and operational insight:
- Speech Solutions
- Dynamic Decisioning Solution
- Personalized Self-Service Solution
- Professional Services
- Consulting Services
The result is a robust, customer-centric multichannel service capability that measurably drives revenue generation.
