Client Solutions

Personalized Care

If your contact center agents are spending valuable time searching for information across disparate screens and applications, it's time for Personalized Care.

Bring a 360-Degree View of Your Customers to Your Agents' Desktops

Relieve agent stress, diminish customer frustration, decrease average handle times, and reduce errors and escalations.

Address Customer Needs Quickly and Effectively

Powered by our Real-Time Policy Engine, Convergys Personalized Care puts a consolidated, single-screen view of all relevant customer information at the agent's fingertips, helping build loyalty and trust, while reducing operational costs. This solution features:

  • Desktop guidance—provides step-by-step instructions to help agents deliver the right response to the customer
  • Business process automation—streamlines and automates workflow to reduce AHT and speed resolution
  • Alerts and notifications—ensure that highest-priority actions are taken first, while delivering more personalized care based on real-time customer insights and information
  • Real-time business intelligence—empowers agents to resolve issues more quickly and consistently
  • Desktop widgets—reduce workflow complexity and help agents build rapport with additional, relevant information


  • Eliminates manual switching between multiple applications to get information
  • Reduces customer hold times and agent handle times
  • Enables your agents to deliver faster, more accurate, and consistent responses
  • Improves the customer experience
  • Reduces agent training time and costs, as well as agent turnover


Related Resources

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