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June 7, 2012

Convergys unveils new customer experience optimisation applications

The new applications leverage Convergys’ consulting methodology to eliminate interaction challenges through process-improvement recommendations

By CBR Staff Writer

Customer management applications provider Convergys has releases new customer experience optimisation applications which enables consulting professionals to drive relevant, quick and cost-effective outcomes.

The new applications leverage Convergys’ consulting methodology to evaluate customer’s experience, uncover root causes of low performance and eliminate interaction challenges through process-improvement recommendations.

The new optimisation applications include: Repeat Call Analysis, Chat Optimization, Customer Interaction Assessment and IVR Optimization.

Repeat Call Analysis explores the reasons why customers call more than once, the processes and technology used to resolve issues and upstream impacts on the customer experience. This application will improve the first call resolution, the company said.

Chat Optimization utilises consulting experts and text analytics technology to analyse several chat transcripts to provide insight into why customers chat, where break-downs occur and how to improve performance.

Customer Interaction Assessment provides a simple view of the existing operational environment to understand the current state of service delivery, and maps it against an optimized future state.

This application focuses on five core experience attributes: operations, process, policy and metrics, channel and desktop tools.

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IVR Optimization reduces the customer effort within the IVR and phone channels, and improve the end-to-end on-call customer experience.

The application isolates calls going to and coming from the IVR, and reveals the interaction paths that drive satisfaction and dissatisfaction, break points, customer effort and the impact of the IVR on performance outcomes.

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