Client Solutions

Chat Agent

Having the right agents can make or break a chat program. Give customers the chat experience they expect.

The Capability

Chat’s Role in Your Digital Strategy

Digital engagement is strong and growing, and companies that don’t have a strong digital strategy will be left behind. Customers expect companies to value their time, and they gravitate toward “low friction” digital channels for quicker, easier resolution of their issues. As more and more customers seek the immediacy of digital support, chat services are becoming a necessity of customer care. Whether you already offer chat and need to boost its effectiveness or are just beginning your digital care journey, Convergys can help.

Convergys’ Chat Agent Solution delivers the chat engagement experience your customers demand, with the operational support and scalability your company needs. Backed by the largest network of chat experience in the world, Convergys brings unique global perspectives, best practice standards, and data-rich insights across industries and platforms to optimize chat as part of your digital engagement and self-service strategy.

What Makes Our Chat Solution Different?

The Convergys Chat Agent Solution is built on three core pillars of world class operational excellence:

  • We drive better performance: With more than 30 years’ experience managing customer engagement strategies, including 12 years supporting chat interactions, we offer smart, efficient customer chat support operations that consistently deliver high levels of first chat resolution and satisfaction, while bringing insights to optimize chat as part of the overall shift to digital and self-service interactions. From the most basic inquiries to complex service needs, we’ve been able to impact business objectives and deliver consistent results.
  • We’ve re-invented chat operations: We’ve customized our Global Operating Model specific to chat, bringing together recruiting, training, quality, and operational practices to ensure that all of our chat agents meet our rigorous standards of performance. We know you need to start with the right talent, with the right skills, and our chat-specific tools and processes, like our Innovative Talent Attraction Tool and Chat Foundational Training in digital fluency help us target and prepare the right agents to serve your customers.
  • We’ve mastered technology and analytics to improve the chat experience: We have expertise and experience in working with virtually all leading chat platforms, alleviating one of the most common headaches in deploying a chat solution. The insights we glean from our analytics/data and text mining capabilities and experience in chat enable us to continuously identify opportunities for operational improvement and increased agent productivity. We use those insights to refine the customer journey design and to perform root cause analysis, to improve first contact resolution and other key metrics.

Wherever you are in your digital care journey, Convergys can meet you there and develop a roadmap to where you want to go.


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