Convergys, a relationship management service provider, has introduced CRM powered by Microsoft Dynamics CRM 2011.
The new offering will help communication and utility service providers to deliver proactive customer-centric service, marketing and sales management through a dedicated customer relationship management (CRM) offering.
In addition, Convergys and Microsoft have already signed a strategic partnership in February 2010 to deliver a comprehensive, pre-integrated offering that would improve billing processes, customer service and time-to-market for new revenue-generating services.
The new CRM offering with a 360-degree view of the customer, agents can resolve issues quickly and reduce handling times with advanced customer service tools, the company said.
Convergys information management president Bob Lento said communication and utility service providers are struggling to address the complexity and immediacy inherent in today’s new services, products and customer service.
Lento said they need to implement systems that support real-time rating, billing, and charging as well as a superior, seamless, and comprehensive next-generation customer care experience.
"With Convergys CRM, service providers now have an enterprise CRM offering that manages sales, marketing, and service and optimises the entire customer experience, across all touch points, and helps transform service into sales," Lento said.
