Convergys introduces self-service solution

Cincinnati Relationship-management company Convergys Corp. said Tuesday that it is introducing a new Intelligent Self-Service solution designed to leverage data to drive down cost and maximize customer service.

Unveiled at the SpeechTEK 2009 Conference and Exhibition in New York City, the Self-Service solution combines Convergys’ Dynamic Decisioning Solution and Intervoice Voice Portal.

According to the company, the new solution will give contact centers the power to deliver personalized, relevant, multichannel customer interactions. 

The new Intelligent Self-Service solution leverages policies -- business behaviors that affect the customer relationship -- to personalize each interaction to the customer’s unique needs, said Convergys.

In conjunction with its Intelligent Self-Service solution launch, Convergys is also introducing a new Developer Zone Web site designed to help developers learn more about Convergys’ application-development tools, including its Eclipse-based Interaction Composer. Using this site, developers can download IC, install it on their workstations, and immediately begin building intelligent voice and multimodal applications, giving them the opportunity to “test drive” the capabilities of the Intelligent Self-Service solution.

The Developer Zone includes an Interaction Composer Cookbook and a user guide to help developers learn about the tool, as well as an online forum monitored by Convergys’ technical staff, where developers can share tips and techniques and recommend enhancements.