Convergys expands analytics portfolio

Staff writer
14 Jun 2012

Convergys has made available multiple customer experience optimization solutions that help evaluate all facets of a customer’s end-to-end experience, uncover and isolate root causes of low performance and eliminate interaction challenges through process-improvement recommendations.

The solutions include Convergys Repeat Call Analysis, which uses an integrated review of customer and agent behaviors to isolate – and solve – repeat-call obstacles and improve first call resolution.

Another is Convergys Chat Optimization, which leverages consulting experts and text analytics technology to analyze thousands of chat transcripts.

A third is Convergys Customer Interaction Assessment, which provides a snapshot view of the existing operational environment to understand the current state of service delivery, and maps it against an optimized future state.

The fourth is Convergys IVR Optimization, which is designed to reduce customer effort within the IVR and phone channels, and improve the end-to-end on-call customer experience.

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