Our Intelligent Self-Service solution takes advantage of the power of speech and Web-based standards to help you provide a personalized experience for end users, adapting to and satisfying their individual preferences. This solution makes customer self-service as effective as live agent interactions by providing dynamic menus and intelligent prompting based on enterprise-wide customer information. The result is increased customer satisfaction and loyalty, decreased agent attrition, lower Total Cost of Ownership (TCO), and additional value-added cross-sell and upsell opportunities.

Our Intelligent Notification solution enables personalized, outbound, multichannel communication with your customers, so that you can be proactive in establishing stronger relationships with the silent majority of customers that you never hear from. Using business intelligence and business analytics to guide real-time conversations in the voice, text and e-mail channels, you can deliver the right message to the right customer at the right time and thereby drive loyalty, increased revenue and decreased cost. Intelligent Notification allows you to initiate conversations using intelligent automation and then pass the conversation seamlessly to a live agent for closure.

Our Intelligent Assisted Service Solution is a Web self-service and multichannel knowledge management solution that complements Website and agent desktops to deliver a seamless self-service to live agent customer experience.

The on-demand Convergys eService Solution contains robust Web self-service capabilities that address customers’ increasing desire to find answers online prior to initiating agent contact. When live agent interaction is required, the Convergys eService Solution provides agent desktop tools such as email, chat and co-browse, which are all linked with a self-learning knowledge foundation to provide the optimal solutions. Incident management tracking allows agents to track previous service interactions regardless of channel.

Our Professional Services group, comprised of over 200 customer experience optimization experts, can design, deliver and support a comprehensive, end-to-end contact center solution that caters to your unique business needs. We even offer a written performance guarantee with penalties paid to you if we fail to meet specified goals, and bonuses paid to us if these goals are exceeded.