By Computerworld Philippines
March 18, 2010

Convergys recently inked a new company partnership, this time with MicroAutomation, a provider of call center solutions that focus on enhancing the caller experience.

Pat Mustico, director of sales for MicroAutomation, said the newly formed non-exclusive alliance with Convergys provides their company with a broader breadth of solutions to offer its clients leveraging on Convergys’ portfolio of technology-based customer solutions.

MicroAutomation’s clients are customer-intensive entities including government and emergency response call centers and companies in the healthcare, utilities, financial, retail, and hospitality industries. The company will offer its clients Convergys’ full suite of technology-based Customer Solutions, including: Intelligent Self-Service; Platform-independent On-Demand Voice Authentication; and Convergys’ flexible Hosted Self-Service Solutions.

The Intelligent Self-Service Solution is an integration of Intervoice Voice Portal (IVP) and Convergys’ Dynamic Decisioning Solution. The integration of these two offerings takes advantage of the power of speech and Web-based standards, along with enterprise-wide policy management to enable contact centers to provide a more personalized and relevant experience for their customers, while also helping to reduce costs and increase revenue opportunities.

Yet the platform-independent On-Demand Voice Authentication solution, which authenticates agent-assisted and self-service IVR, web and mobile device transactions more securely than traditional ID plus PIN authentication.

However, Convergys’ flexible Hosted Self-Service Solutions helps optimize the customer experience while helping to reduce operations cost.

“MicroAutomation has a long history of serving the government and key industry verticals with vital contact center solutions,” said Mike Betzer, president of Relationship Technology Management at Convergys. “This alliance presents Convergys with the opportunity to further showcase our technology solutions and services to an impressive client roster working in customer-intensive industries.”

Convergys claimed it has been helping companies optimize the value of their customer relationships for over 30 years. Its industry-leading technologies and services take advantage of this experience to provide solutions that balance customer satisfaction with cost reduction. Among the technology solutions it offers include Intelligent Self-Service, Intelligent Notification, On-Demand Voice Authentication, along with Customer Analytics Services and the award-winning Professional Services, designed to help clients reduce costs, increase revenue, and enhance the overall customer experience. — Tom S. Noda

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