Convergys reportedly has signed a contract with Rodale to provide multi Customer Relationship Management solutions along with its automated Interactive Voice Response.
This is the first contract that Convergys (News - Alert) and Intervoice have jointly won since the latter was acquired in September.
Convergys is providing its IVR solution known as Intervoice (News - Alert) Portal 6.0 for voice self service options, intelligent call routing and transfer to interactive live agents. Live agents are speech recognition software driven programs which have access to specific types and classifications of information within pre-structured databases. IVP 6.0 also has the ability to recognize repetitive requests and build these into the databases under the category “common requests.”
Rodale is a media and Direct Response Marketing company. Its media wing has a 70 million global consumer reach through multiple channels such as magazines, books, online, e-commerce, direct-to-consumer, and video. Its DRM wing, in which customers make direct contact with it for various services and products, has an active base of 25 million users.
IVP 6.0, together with a selection of Convergys’ array of CRM products, will assist Rodale’s vast customer base to select their preferred mode of interaction. Built into the solution is also a fall-back option for customers to talk directly to an operator, thus providing Rodale’s customers with multiple, comprehensive choices to maximize each interaction.
“Consumers today are increasingly demanding customer service solutions that empower them to either serve themselves or be served by a live agent,” said Jim Boyce, Convergys President, Global Business Units.
An important part of the contract is for Convergys to continuously improve, refine and optimize its solution such that it is customer driven from end-to-end. “With Convergys’ relationship management solutions, Rodale now has an end-to-end customer care solution that consolidates and streamlines operations and reduces costs while simultaneously raising its level of customer satisfaction,” said Howard Weill, senior vice president of Finance & Operations at Rodale.
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Vivek Naik is a contributing editor for TMCnet. To read more of Vivek's articles, please visit his columnist page.
Edited by Michael Dinan