CONVERGYS THOUGHT LEADERSHIP SPEAKER SERIES: Companies can delight customers and improve their service experiences by implementing a rules-based enterprise decision management solution. Now what?

      

Speaking on, "Enhancing the Customer Experience with Enterprise Decision Management: A Case Study," Convergys' Jo Ann Parris discussed two case studies where a financial services company and a wireless company deployed intelligent interaction solutions to improve the service experience. Parris is vice president of product and solution marketing in Convergys' Relationship Technology Management line of business.

According to Parris, service experience problems stem from disjointed policy management across organizations, no consistent implementation of policies, and service experiences that are dictated by the internal structures of enterprises. She recommends implementing an enterprise decision management solution that uses intelligence to improve every customer interaction through every channel to deliver superior and consistent service experiences.

Her case studies showed how a Fortune 50 financial services company used customer intelligence to handle 750,000 intelligent interactions per day for a better service experience by delivering personalized and relevant interactions to customers. She also explained how a Fortune 50 wireless company used enterprise-wide intelligent policy management to maintain satisfaction of its high-value customers and ensure consistent treatment across all customer service touch points.

To view a copy of the presentation, go to www.convergys.com>Vision>Relationship Management Insights or click HERE.

To view information from the Convergys research study on the customer experience and to download key U.S. and U.K. findings along with snapshots of respondent perspectives across 10 industries, click HERE.

To learn more about the Convergys speaker program and the availability of speakers and their topics, contact the speaker program director Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com

About Convergys:

Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

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