“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:
"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.
Fact Sheet: Convergys CRM
As a leader in customer management for over 30 years, Convergys is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Every day, our over 82,000 employees help our clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agent, technology, and analytics solutions. Our actionable insight stems from handling billions of customer interactions annually for our clients. Visit www.convergys.com to learn more.
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
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