Convergys Corporation is teaming with Avaya to sell and jointly deliver new «Customer Care Diagnostic» services designed by Convergys to help businesses evaluate the efficiency and effectiveness of their customer interactions
Both Convergys and Avaya offer industry-leading customer-care solutions, with Convergys being one of the largest outsourced contact-center services providers in the world and Avaya covering the contact-center applications marketplace.
According to new partners, the «Customer Care Diagnostic» spans the breadth of a customer-care operation — from business-process alignment and talent management to customer interaction and infrastructure. Companies receive a specific assessment of their care operations and how they compare with those of other businesses in their vertical market. Opportunities for improvement are prioritized based on complexity and the return potential on investment. Each assessment is conducted jointly by the consulting and professional services teams at Avaya and Convergys.
«Today’s businesses are looking for ways to get more out of their communications investment and establish a true competitive edge,» says Ken Kaisen, vice president/Consulting and Systems Integration Practice at Avaya. «Through our relationship with Convergys, we can help companies thoroughly assess their customer care operations and identify the specific steps they can take to operate more efficiently and improve each customer’s experience.»
Adds Larry Schwartz, president of Convergys’ Communications and Technology Business Unit, «A ‘Customer Care Diagnostic’ conducted by skilled professionals from Avaya and Convergys can provide businesses with a roadmap to the most lucrative opportunities for improving their customer care operations. Based on the findings of the Diagnostic, we can then provide practical solutions that can generate significant revenue, contribute significant cost savings to a company’s bottom line and help a business deliver new breakthrough levels of customer service.»
Schwartz adds that clients using his company’s Customer Care Diagnostic have implemented recommended solutions based on the Diagnostic findings that have increased revenues by improving sales conversion rates and reducing calls per sale. They also reportedly have improved the efficiency of their operations by implementing solutions that have reduced call escalation rates and the subsequent costs of rework.
Convergys is a new Platinum member of the Avaya DeveloperConnection Program — an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology and to extend the value of a company’s investment in its network.
Fuente: TelecomWeb
