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September 23, 2010

Convergys channel partner IPI bags NHSP contract

To provide intervoice voice portal and speech recognition

By CBR Staff Writer

Convergys said its channel partner, IP Integration (IPI), a UK-based systems integrator, has signed a new agreement for Convergys offerings with NHS Professionals (NHSP).

Under the agreement, NHSP will use Convergys intelligent interaction offerings, including intervoice [R] voice portal, intervoice advanced notification gateway, speech recognition, and IPI’s classify ME call classification application, within its service centre.

Convergys said that its offerings will allow NHSP to deliver proactive outbound communications regarding available shifts and help NHSP to save around one million minutes of customer service agent time annually through inbound and outbound call automation.

The intelligent interaction offering also helps NHSP deliver customer satisfaction through an intuitive interface and application that recognises callers.

NHSP telephony services manager Phil Bartlett said that IPI and Convergys have invested time in understanding business and objectives, and their approach allowed the company to address immediate business requirements, while setting foundation for a strategic self-service roadmap.

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