On August 31, Convergys announced at the SpeechTEK 2009 Conference and Exhibition in New York that its new smart self-service solution will be available soon. The combination of intelligent automation and self-service helps organizations leverage every interaction with their customers and leverages this valuable data to reduce operating costs, increase revenue opportunities, and maximize customer satisfaction and loyalty. Convergys' experience shows that customers with smart solutions can quickly realize a return on investment – ​​typically a payback period of 6 to 12 months.
By combining the two innovative technologies of Convergys Dynamic Decisioning Solution (DDS) and Intervoice [R] Voice Portal (IVP), intelligent self-service can transition to the next phase of IVR evolution. This industry-changing solution enables call centers to deliver personalized, relevant, multi-channel customer interactions and cut service costs by up to 25%, delivering tangible benefits:
Drive centralized policy creation and management with closed-loop learning to ensure a consistent customer experience across all channels;
Personalize customer experience, increase customer loyalty and customer retention, and reduce call processing time by up to 20%;
Accelerate the application speed of self-service, reduce costs, and increase call control rate by 20%;
Increase revenue with cross-selling and upselling opportunities;
Integrate with existing business systems to leverage existing customer information;
Eliminate the risks and costs of forklift technology upgrades.
Nancy Jamison, president and principal analyst at Jamison Consulting, said: "Intelligent automation can benefit all businesses that have call centers, need to increase revenue opportunities and reduce operating costs. Convergys is the first to crack out the combination of intelligent automation and IVR. Value of the business."
The new smart self-service solution adds to Convergys' reputation as an industry leader in the relationship management industry, which personalizes each interaction and satisfies customers through a strategy that influences customer relationships—business behavior that affects customer relationships. Unique needs. Unlike other application intelligence technologies that simply connect customers to the appropriate agent representation, the smart technology in the Convergys smart self-service system is applied to the customer's entire interactive experience, starting with the initial contact between the customer and the contact center, up to the customer. The problem is solved.
Intelligence and extended applications in IVR
A leading US financial services company deployed smart self-service solution products as a pilot project. With intelligent self-service, the company's pilot group's IVR call control rate increased to approximately 93%, an increase of approximately four percentage points over historical data. Under the influence of such high control rates, the company's cost per call is $3, and the company expects to save $500,000 annually. Based on the success of the pilot, the company is now applying the solution to stimulate revenue growth by automating the customer IRA and CD renewal process. Enterprises that apply intelligent self-service solutions to solve call control problems often extend the scope of the solution beyond IVR. In this case, the enterprise applies intelligent self-service solutions to increase revenue and address other business issues.
Intelligent self-service solutions quickly deliver tighter integration with existing business systems such as CRM, billing systems, and legacy systems. With this solution, users can achieve greater value than ever before by collecting and maintaining historical information. Information about customer interactions enables personalization of common automated features for continuous enhancement of IVR control, more cross-sell/upsell opportunities, and proactive communication. The solution also enhances the ability to identify callers and their associated personal information, determining caller intent based on their menu selection and historical behavior, personal information-driven prompts and menu adjustments, and as the customer continues to use self-service And become more personalized.
Launching the developer community
Convergys also launched a new Developer Zone website with intelligent self-service solutions designed to help developers learn more about Convergys' application development tools, including its Eclipse-based Interaction Composer (IC). Using the site, developers can download ICs, install them on their workstations, and immediately begin creating smart voice and multimodal applications to “test drive†smart self-service solution capabilities. The developer community has an Interaction Composer Cookbook and user guide to help developers understand the tool and an online forum maintained by Convergys technicians who can share tips and techniques and suggest improvements.
Mike Betzer, president of relationship management at Convergys, said: "We provide the ability to quickly and easily build innovative self-service applications through the developer community, adding value to each customer interaction without the user having to pay the associated costs of trying new technologies and cost."
The Voice Portal version 6.5 released in the second half of this year will further enhance the functionality of Interaction Composer.
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