Convergys wins extended Relationship Management Solutions contract from Orange UK

by Editor 12/16/2008 12:36:00 PM
Convergys Corporation, a global leader in relationship management, announced yesterday that leading telecommunications provider Orange UK, which has over 17 million subscribers, has signed an extended contract for Convergys’ industry-leading customer management solutions.

Orange UK has been working with outsourcing partners in India since 2005. In June 2008, Orange UK made a strategic announcement that it would halt the expansion of off shoring its customer service support for mobile and broadband customers to re-focus on delivering some selected customer service processes from contact centers located in the UK.

However, based on the rationalization of Orange’s offshore partners, existing partner Convergys will extend the duration of its customer service support for Orange UK mobile and broadband customers from India based on its ability to provide a superior customer experience.

Convergys’ Customer Management solutions have the ability to drive more value from the relationships the company's clients have with their customers by accelerating revenue, lowering operating costs, and increasing customer satisfaction through Convergys' dedicated contact center agents. Convergys serves nine of Fortune’s top 10 communications companies.

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Convergys Corporation's Infinys Rating and Billing 3.0 implemented at AIS in Thailand

by Editor 12/10/2008 10:02:00 AM
Convergys Corporation. a company that provides relationship management solutions, stated yesterday (8 December) that Infinys Rating and Billing 3.0 has been deployed by Advanced Info Service Plc (AIS), a wireless operator in Thailand.

Infinys Rating and Billing 3.0 is designed to support service providers' future subscriber growth plans. AIS chose the solution to support the launch of on-demand 3G services and upgraded network capacity for its customers.

According to Convergys AIS is using the new product functionality available in Infinys 3.0, such as Costed Event Partitioning (CEP) and Distributed Revenue Processing (DRP), to improve performance and operational processes in its business.

The company has now migrated more than 7m accounts onto Infinys Rating and Billing 3.0.

No financial terms were disclosed.

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Convergys to launch Intervoice Voice Portal 6.0 and Interaction Composer

by Editor 11/12/2008 1:41:00 PM
Convergys Corporation, a global leader in relationship management, announced today Intervoice [R] Voice Portal 6.0 (IVP 6) and the introduction of its next-generation application creation environment – Interaction Composer. With IVP 6, clients can now create highly personalized speech solutions, leveraging a set of rules and policies that can be easily constructed by integrating with the Convergys Dynamic Decisioning Solution. With this release, Convergys empowers enterprises to think differently about the customer experience by introducing a voice portal platform designed to facilitate the development of multimodal applications that enable mobile self-service.

For the past eight years, the number of mobile phone subscribers has grown globally at an average rate of 24 percent year over year*. “For enterprises competing for market share and looking to improve customer satisfaction ratings, having the ability to use multimodal applications to enable self-service for mobile device users will be a differentiator,” said Daniel Hong, Lead Analyst, Datamonitor. “When looking at the evolution of phone-based self-service technologies, it began with touch-tone, progressed to include speech, and now the next phrase: multimodal enablement. This next stage in the evolution of phone-based self-service includes personalization and takes into account the proliferation of mobile devices.”

Interaction Composer

This latest version of IVP provides immediate and universal access to the exploding audience of mobile device users. Interaction Composer is an Eclipse-based Integrated Development Environment (IDE) for building, deploying, and managing robust applications with a drag & drop components and extensibility framework that enable both call center programmers and IT developers to quickly develop complex voice or multimodal applications. Interaction Composer enables the development of applications that allow callers to perform tasks simultaneously or interrupt tasks with new requests, and then resume tasks where they left off. Interaction Composer application runtime leverages the World Wide Web Consortium (W3C) specification for State Chart eXtensible Markup Language (SCXML). Intervoice uses SCXML as an extended application notation that enables combining call control functionality with voice interactions and mobile phone screen pops, as well as other types of message-oriented interactions such as SMS, to provide an information-rich, multichannel and multimodal contact center experience for the caller.

For enterprises with legacy IVR applications, Interaction Composer also enables the migration of legacy IVR applications to open-standards applications that can include a speech option for more efficient self-service calls. Interaction Composer allows developers to move easily to the IVP platform by greatly reducing the risk and costs that can normally be associated when upgrading technology. Enhanced Personalization With IVP 6, clients can also create highly personalized applications by leveraging Convergys Dynamic Decisioning Solution, a software product that includes both a set of tools and a policy engine. When building a speech application with IVP, developers can create a set of policies or rules that can trigger personalized interactions for end users based on existing customer data. The use of Dynamic Decisioning Solution with IVP brings an enhanced level of customer service by enabling applications to automatically respond to changes in a customer’s profile in real time improving each customer’s self-service experience. The combination of these products enables enterprises to reduce time to market and costs associated with deploying personalized self-service applications. Intervoice Voice Portal 6.0 is offered in three solution packages to meet diverse business-needs: Voice Portal Express, Voice Portal Enterprise, and Voice Portal Enterprise Pro. Convergys Dynamic Decisioning Solution is available as an add-on component to either Enterprise or Enterprise Pro for enhanced personalization and policy management.

Intervoice Voice Portal Enterprise Pro includes Interaction Composer and the outbound notification capabilities of Advanced Notification Gateway. First introduced with IVP 5.0, Advanced Notification Gateway (ANG) is typically leveraged as a solution to reduce calls to the contact center. The primary mechanism for sending SMS, email, fax, and initiating outbound voice calls within the IVP framework, ANG enables end-users to receive real-time, outbound communications. Originating from a self-service application, this solution proactively alerts end-users to important updates, issues, and other information. The award-winning Intervoice Voice Portal platform has a standard-based web-inspired architecture including server-side (SCXML engine) and client-side (voice and call control browsers) components, that can be deployed on a single server or in a distributed configuration. This type of architecture provides the ability to quickly and consistently roll out new classes of software applications. The highly scalable and highly available IVP platform includes support for Nuance 9 and Nuance Verifier 4 as well as support for IBM Websphere Voice Server (WVS) with Speaker Verification (SV). Enterprises will have more choices to meet the growing demand for adding speech to existing applications, for developing new speech-enabled applications, and for adding voice or multi-factor authentication solutions. Callers will have more efficient interactions due to higher accuracy and the enablement of more natural conversations. Clients can order IVP 6 starting December 1, 2008. Intervoice, now part of Convergys, partners with companies to strengthen their relationships with customers and employees. The portfolio of software and professional services enables innovative voice portal, IP contact center, hosted and mobile messaging, and self-service applications that empower millions of people every day.

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Convergys wins two Speech Technology Excellence Awards

by Editor 11/6/2008 4:33:00 PM
Convergys Corporation, a global leader in relationship management, announced today that Technology Marketing Corporation (TMC), publisher of Customer Interaction Solutions, has awarded Convergys two Speech Technology Excellence Awards. The magazine honored Convergys’ SpeechPort and Intervoice Voice Portal. Customer Interaction Solutions has been the leading publication in CRM, call centers, and teleservices since 1982.

Convergys SpeechPort is the largest and one of the most secure speech platforms in the market serving the needs of clients across financial services, government, transportation, and retail. Convergys SpeechPort currently supports the world’s largest VXML application for a leading bank, handling more than 250 million calls annually. SpeechPort is an on-demand platform available either in a turn-key hosted model (hosted by Convergys) or an open hosted model (speech applications reside on servers on the client’s premise).

Intervoice [R] Voice Portal from Convergys is a standards-based, enterprise solution that provides media management and enables the creation and execution of call control, voice, and multimodal applications. Intervoice Voice Portal, from Intervoice, accelerates application development and deployment, leverages existing infrastructure with an extensible, standards-based development and runtime environment, personalizes customer experiences, and provides information on users’ terms.

“Consumers today are increasingly demanding automated solutions that empower them to self-serve anytime, anywhere. We see an increasing number of companies adopting our speech solutions as a key component of their customer experience strategy. The awards recognizing these two outstanding solutions confirm that Convergys has leading technologies to meet our clients' needs for improving their customers’ experience while reducing costs,” said Mike Betzer, president of Relationship Technology Management at Convergys.

“Convergys SpeechPort and Intervoice Voice Portal have proven their superior capabilities and have ultimately improved the bottom line for their customers,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “Convergys has demonstrated to our editors that its products are innovative and leaders in the speech technology industry.”

Customer Interaction Solutions has been covering call center technology for over two decades and has seen the progression of primitive predictive dialers and recording systems, full CTI integration, and IP-PBXs with remote VoIP call center agents. The 2008 Speech Technology Excellence Awards recognizes companies that have made significant contributions to improving speech applications for their clients.

Intervoice, now part of Convergys, partners with companies to strengthen their relationships with customers and employees through a portfolio of software and professional services that enables innovative voice portal, IP contact center, hosted and mobile messaging, and self-service applications that empower millions of people every day.

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Convergys buys business applications provider

by Editor 10/7/2008 5:25:00 PM
Convergys Corp. has announced the acquisition of Ceon Corp., a California-based business applications provider. The details of the deal have not been disclosed.

The two companies originally formed an alliance in January in order to offer clients a comprehensive enterprise product management solution, starting with the upgrade of Convergys' Infinys Business Support System.

Convergys has headquarters in Cincinnati and provides human resources, customer care and billing services to clients across the globe. Ceon offers product lifecycle managemetn software and has offices in Redwood City, CA, France and the UK.

Bob Lento, president of information management at Convergys, says:

“Ceon’s product management assets are at the heart of our strategy to help our clients more effectively manage new and advanced value-added services, introduce these services quickly, and evolve these new offers at market speed.”

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Convergys to separate information management business into a new company?

by Editor 9/3/2008 12:51:00 PM
Consulting and outsourcing company Convergys Corp. has announced that its board of directors and the senior management are considering separating Convergys’ information management practice into a new publicly traded company.

The final decision is expected to come in the last quarter of 2008.

Dave Dougherty, Convergys’ president and chief executive, says:

“We believe it’s prudent to consider separating information management into an independent entity as a means of enhancing the strength and focus of each of our businesses to better serve our clients, provide more opportunities for our employees, and bolster each business’ competitive position.”

Convergys is based in Cincinnati. It employs 75,000 people in 85 centres across the world. Its services include call-centre, billing and employee care outsourcing. The clients of the information management arm include telecommunications companies such as Cincinnati Bell and AT&T Inc.

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The Consultancy Careers Fair 2008 – London, October 9 -10

by Editor 8/26/2008 4:40:00 PM
This year, the Consultancy Careers Fair will take place at the Barbican Exhibition Hall in central London on October 9th and 10th.

Visiting consultants will have the opportunity to meet recruiters from a wide range of consulting firms. The doors will be open to them on Thursday, October 9th (18:30 – 21:00) and Friday, October 10th (09:30 – 16:30).

To attend, book your ticket on the Consultancy Careers Fair website, where you can also find more information about the event. Spaces are limited, so make sure you register your ticket soon.

UK's leading management and IT consulting firms, including some of the world's best known consultancy brands, and a number of boutique firms will be sending their recruiters to the event.

The consulting firms that will exhibit at the 2008 Consultancy Careers Fair include Accenture, Axon, Consulting Point, Convergys, Dell Corporation, Deloitte, Detica, Ernst & Young, Gartner UK, Hitachi Consulting, IBM, Mindbench, Navigant Consulting, PA Consulting, PCubed, PricewaterhouseCooopers LLP, Proudfoot Consulting, Qedis, Tefen Ltd, and many others. More than 45 stands have already been booked and over 2,500 people are expected to attend the event.

The annual Consultancy Careers Fair is organized by career websites Top-Consultant.com and TopITconsultant.co.uk.

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Convergys appoints Jim Goetz as chief information officer

by Editor 7/11/2008 12:01:00 PM
Convergys Corporation, a global leader in relationship management, announces the appointment of Jim Goetz as Chief Information Officer. Goetz will report to Earl Shanks, Convergys’ Chief Financial Officer.

In this leadership role, Goetz will be responsible for strategic planning and global implementation of the information systems and technology function for Convergys including programming, systems development, database management, computer operations, telecommunications, and outsourcing. Goetz will also interact with clients as the strategic leader for Convergys’ technology solutions from an internal and outsourcing perspective.

Most recently, Goetz served as CIO for the ServiceMaster Company where he led transformational initiatives in technology infrastructure, applications, and business capabilities used throughout the ServiceMaster consumer brands including TruGreen, Terminix, American Home Shield, ServiceMaster Clean, and Merry Maids.

Before moving to the ServiceMaster Company, Goetz worked for IBM Global Services where he led the development and implementation of e-business services for telecom, media, and internet based companies. Earlier in his career, Goetz worked for Ameritech as the senior information technology executive responsible for all shared technology across the enterprise. He also worked for Nolan, Norton & Co. and in systems engineering and management roles in IBM. Goetz holds a degree in mathematics from Wheaton College and a master’s of business administration from the University of Chicago.

About Convergys

Convergys Corporation 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 25 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 eight consecutive years. We have approximately 75,000 employees in 87 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  

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Convergys appoints Willard W. Brittain to its board of directors

by Editor 6/26/2008 1:44:00 PM
Convergys Corporation, a relationship management solutions provider, reported this week that Willard W. Brittain has been elected to the company's board of directors, with effect from yesterday, as announced by Philip A. Odeen, non-executive chairman of the board of Convergys.

A director at Perini Corporation, Analysts International Corporation and DaVita Inc, as well as two non-profit boards, Brittain recently served as chairman and CEO of Professional Resources on Demand, an executive search, interim placement and business advisory firm, since March 2003.

Earlier, he was the chief operating officer of PwC Consulting, the information technology, process and strategy consulting business of PricewaterhouseCoopers LLP. Brittain worked with PricewaterhouseCoopers LLP for 28 years before his retirement, even serving as its chief operating officer.

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Convergys supervisor included in the Cambridge Who's Who

by Editor 6/19/2008 4:03:00 PM

Amy Giddings, Supervisor for Convergys, has been recognized by Cambridge Who's Who for showing dedication, leadership and excellence in people management.

Ms. Giddings has almost 20 years of professional experience with Convergys, a consulting firm that offers consulting services and business outsourcing. An expert in managing people, she is in charge of supervising 25 employees, training new hires and analyzing strategy. She has been honored with the Best Employee of the Year award for her efforts, and attributes her success to her hard work and dedication. Ms. Giddings looks forward to taking courses in medical transcription.

The mission of Cambridge Who's Who is to ensure that Cambridge members receive recognition, support and credibility to advance their careers. Cambridge Who's Who is also committed to delivering the highest quality networking resource for job recruitment, career enhancement and new business development.

Cambridge Who's Who members have exclusive access to the biographical information of more than 200,000 successful executives, professionals and entrepreneurs at www.cambridgewhoswho.com, where they use the database to share information, knowledge and services. Communication via the Cambridge Who's Who registry travels in two directions, enabling Cambridge Who's Who members to reach out when they have a business need or opportunity as well as receive information on exciting new ventures.

Cambridge Who's Who is the fastest-growing publisher of executive, professional and entrepreneur biographies in the world today. Our accomplished members and extensive online database make Cambridge Who's Who a premier resource for networking. The Cambridge mission is to deliver its members the recognition and competitive edge needed to network and do business effectively. Inclusion in the registry is an honor limited to individuals who have demonstrated leadership and achievement in their industry and occupation. The registry is distributed exclusively to our members around the world, making it the ideal vehicle for you to use to position yourself and your company.

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