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Convergys Announces Availability of Convergys CRM powered by Microsoft Dynamics CRM 2011 for Global Communication and Utility Service Providers

May 23, 2011(Cincinnati and Dublin; May 23, 2011) - Convergys Corporation (NYSE: CVG), a global leader in relationship management, today announced the worldwide availability of Convergys CRM powered by Microsoft Dynamics CRM 2011.  This solution will help communication and utility service providers deliver proactive customer-centric service and marketing, as well as powerful sales management through an industry-dedicated customer relationship management (CRM) offering that redefines price-to-value.  Communication providers will also benefit from next generation shopping and ordering powered by the solution.

“Communication and utility service providers are struggling to address the complexity and immediacy inherent in today’s new services, products, and customer service.  They need to implement systems that support real-time rating, billing, and charging as well as a superior, seamless, and comprehensive next-generation customer care experience,” said Bob Lento, President, Information Management, Convergys.  “With Convergys CRM, service providers now have an enterprise CRM solution that manages sales, marketing, and service and optimizes the entire customer experience, across all touch points, and helps transform service into sales.”

To assist service providers with their business challenges, Convergys and Microsoft announced a strategic partnership in February 2010 to deliver a comprehensive, pre-integrated solution that would improve billing processes, customer service, and time-to-market for new revenue-generating services.

“Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions,” said Brad Wilson, general manager Microsoft Dynamics CRM product management.  “The new Convergys CRM solution is an example of a partner taking advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers.”

Convergys CRM provides proactive, customer-centric service and marketing that helps transform a service provider’s customer service organization into a strategic asset:

  • With a 360-degree view of the customer, agents can resolve issues quickly and reduce handling times with advanced customer service tools.  Through industry-specialized automating processes, Convergys CRM ensures consistent customer service and marketing is delivered across all touch points. 
  • Using powerful sales management tools, Convergys CRM streamlines and automates a service providers’ business process to help deliver a shorter sales cycle and higher close rates – all combined with shopping and order capture processes to drive consistent success across all sales and service channels, transforming agents into power sellers.

"Over the last few years, Microsoft has established itself as a leader in the CRM market and has developed a solid CRM offering that can address user requirements across many industries," said Larry Goldman, Partner and Head of Telecom Software Research, Analysys Mason.  "The partnership between Convergys and Microsoft builds on that success and delivers a telecom industry-specific CRM that gives communications service providers a new option.  It provides a middle ground between the complex CRM systems that require extensive customization effort and rudimentary CRM systems that don't fully meet communications industry needs."

Built on a true product model with Microsoft Dynamics CRM, Convergys CRM out-of-the-box can help significantly reduce the cost and on-going effort global communication and utility service providers have experienced with business CRM software, specifically in the areas of CRM implementation, licensing, integration, support/maintenance, testing, and upgrades.

Convergys CRM is part of Convergys Smart BSS and Smart Utility Solutions.  Convergys Smart Solutions support an array of communications, cable/broadband, satellite and utility services and leverage real-time marketing innovation, helping to minimize risk, reduce operational costs, and generate revenue so our clients can focus on building valuable relationships with their customers.  Convergys supports seven of FORTUNE’s top 10 communications companies.

Supporting Resources:

Portfolio:  Convergys Smart BSS Solutions and Convergys Smart Utility Solutions

Brochure:  Convergys Smart BSS Solutions and Convergys Smart Utility Solutions

Fact Sheet:  Convergys CRM

Blog:  Customer and Revenue Management Come of Age

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About Convergys

Convergys delivers consistent, quality customer experiences in 47 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 125,000-strong in 31 countries around the world. Visit to learn more about us.

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(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)


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