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Surprisingly, industry studies today show that most companies believe they are delivering an acceptable service experience but only 8 percent of their customers would agree, and of those customers who’ve had an unsatisfactory experience, they are more likely to defect than to make their complaints known to the company – placing considerable revenue and revenue growth at risk.

“Companies are seeing their cost to serve escalating as customer satisfaction with the service experience declines,” said Andrea Ayers, president of Customer Management and the Relationship Technology Management (RTM) group at Convergys. “Our new solutions portfolio helps companies deliver an effective and meaningful customer experience to each and every customer while lowering the rising cost to serve and deriving greater value from their customer relationships.”

Convergys formed its RTM group in late 2007 to support increasing client demand for more technology enablement of the customer service experience across live agent and self-service channels for in-house customer service operations.

The new Convergys Multichannel Automation Solutions portfolio comprises the following:

Convergys Revenue Capture Solutions, which greatly enhance the ability for companies to present targeted upsell offers and cross-sell promotions. These solutions use a blend of self-service and agent-assisted transactions to enable organizations to identify and analyze customers, select offers likely to appeal, differentiate presentation based on context and channel, and offer a range of customer options to complete the transaction.

Convergys Experience Enrichment Solutions, which help companies increase satisfaction and customer loyalty by making interactions more personalized and intuitive. These solutions utilize cross-channel data, experience design, automation, and human factors consulting.

Convergys Cost Containment Solutions, which provide multichannel interaction efficiency and increased containment within self-service channels. These technologies and services identify and analyze opt-out drivers to increase containment within self-service applications, provide greater intelligence within the interaction, and improve live-agent efficiency.

Convergys Adoption Acceleration Solutions, which ensure that customers use, enjoy, and benefit from self-service offerings by increasing the number, effectiveness, and sophistication of self-service channels. These solutions combine award-winning speech applications and platforms, analyzing and optimizing technology, and expert strategic and operational insight to deliver customer-centric solutions.

The Convergys Multichannel Automation Solutions include consulting services, best-of-breed technologies, professional services, and flexible delivery models across live agent and self-service channels.

Convergys clients who have already applied the solutions from the portfolio are achieving positive results. A top five financial institution now automatically provides personalized status information for certain customers, improving the customer experience and IVR containment by an additional 4 percent on peak call days, using a Convergys experience enrichment solution. A leading telecommunications company is able to more selectively approve equipment upgrade requests from customers, and is projecting to save $100 million annually as a result, using a Convergys cost containment solution.

With this solutions portfolio, companies with in-house customer service operations have access to the industry’s most comprehensive set of solutions to help them differentiate their service experience, reduce inefficiencies and costs in their service environment, increase and diversify their revenues, and retain their high value customers who are most likely to churn from a disappointing service experience.