Convergys has released new Intelligent Self-Service system.The integration of intelligent automation with self-service enables companies to take advantage of every customer interaction. By combining two technologies – Dynamic Decisioning Solution (DDS) and Intervoice Voice Portal (IVP) – the new offering delivers the next step in evolution of IVR.
According to Convergys, the new offering enables contact centres to offer personalised, relevant, multichannel, customer interactions and can provide tangible business results by: enabling centralised policy creation and management; leveraging cross-sell and upsell opportunities to increase revenue; integrating with current business systems to take advantage of existing customer information; and eliminating the risk and expense of a ‘forklift’ technology upgrade.
Convergys said that the new offering provides integration with current business systems, including CRM, billing, and legacy systems. With Intelligent Self-Service, investments in collecting and maintaining historical information can achieve improved value. It can also improve the ability to identify the caller and capture profile information.
Convergys has also launched a new Developer Zone website designed to help developers learn about its application development tools, including its Eclipse-based Interaction Composer (IC).
Using this site, developers can download IC, install it on their workstations, and begin building intelligent voice and multimodal applications, giving them the opportunity to ‘test drive’ the capabilities of the Intelligent Self-Service, the company added.
Nancy Jamison, president and principle analyst of Jamison Consulting, said: “Any company that has contact centres that need to increase their revenue opportunities and decrease operational costs can benefit from intelligent automation. Convergys is the first company to crack the code on the value of bundling intelligent automation with an IVR.”
