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IVR Feature Articles

February 17, 2010

Convergys Launches Intervoice Voice

By Anil Sharma, TMCnet Contributor

Convergys Corporation, a major player in relationship management, has launched version 6.5 of its Intervoice (News - Alert) Voice Portal and the next generation of its Interaction Composer development environment to further enhance the suite of intelligent interaction solutions.

According to officials with Convergys (News - Alert) said, the Intervoice Voice Portal, also known as “IVP,” is a key component of the Convergys Intelligent Self-Service “ISS” solution, which combines intelligent automation with self-service and outbound notification, empowering companies to take full advantage of every customer interaction and leverage that valuable data to help drive down costs, increase revenue opportunities, and increase satisfaction and loyalty.

Within the Intelligent Self-Service solution, Intervoice Voice Portal from Convergys helps contact centers determine their customers’ needs and preferences in order to provide them with personalized, convenient, and consistent interactions, while helping to reduce operational costs.

In addition to supporting inbound interactions, IVP can be used to deliver outbound notifications to customers and offer cross-sell and up-sell opportunities via phone, text message, or e-mail.

IVP 6.5 now includes features platform improvements such as enhanced hearing-impaired support and robust management and alarm capabilities to meet regulatory and client requirements.

“At Convergys, our focus is on maximizing the value of customer relationships”, said Mike Betzer (News - Alert), president, relationship technology management, Convergys.

Betzer also aid that the company’s Intelligent Self-Service Solution transforms an IVR from a closed system to a customer-focused business asset by leveraging the power of intelligent interactions to help drive down operating costs, increase revenue opportunities, and maximize customer satisfaction and loyalty.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Stefania Viscusi

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