Convergys Bridges Gap between CRM and Billing with Infinys CSM; New Infinys Upgrade Boosts Customer Service Responsiveness and Customer Satisfaction.CINCINNATI -- Convergys Corporation (NYSE NYSE See: New York Stock Exchange :CVG CVG Convergys Corp CVG Corporación Venezolana de Guayana CVG Clear Vertical Grain (woodworking) CVG Carrier Group CVG Corporacion Venezolana de Guyana CVG Comprehensive Video Group (South Hackensack, NJ, USA) ), a global leader in customer care, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , and billing services, today announced a new upgrade to Infinys (tm) that makes it the first modular, convergent billing solution to link the worlds of customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) and business support systems (BSS See 802.11. BSS - Block Started by Symbol ) for communications service providers. A breakthrough Customer Service Management (CSM CSM - ["CSM - A Distributed Programming Language", S. Zhongxiu et al, IEEE Trans Soft Eng SE-13(4):497-500 (Apr 1987)]. ) application of Infinys assists Customer Service Representatives (CSRs) with efficient and effective handling of customer inquiries, which are becoming increasingly complex with the rise in bundled service offerings. Infinys CSM brings customer order and billing information directly to the primary screens that CSRs reference. It effectively presents the information so that CSRs can resolve inquiries in real time, increasing responsiveness and first call resolution while reducing call processing In telecommunication, the term call processing has the following meanings:
Convergys' unique experience managing more than 54,000 CSRs handling about 1.7 million interactions per day in 68 contact centers worldwide was instrumental in developing this CSM application that runs in complement to a service provider's current CRM and billing systems. Infinys CSM can be implemented as a standalone application or as part of an integrated Infinys solution. "Convergys has introduced Infinys CSM at a critical time in the communications industry communications industry, broadly defined, the business of conveying information. Although communication by means of symbols and gestures dates to the beginning of human history, the term generally refers to mass communications. , marked by intense, cross-market competition and rising customer demand for combined voice, data, video, and content services in convenient bundles," said Paul Hughes Paul Hughes (born 19 April 1976 in Hammersmith) is a retired English footballer who played in midfield. Hughes began his career with his local side, Chelsea, and started well, scoring on his debut again Derby County with an impressive solo effort. , Yankee Group's Vice President of Communications Software (communications, software) communications software - Application programs, operating system components, and probably firmware, forming part of a communication system. These different software components might be classified according to the functions within the Open Systems Strategies. "Infinys CSM Integrates order entry information with contact center software to enable service providers to achieve the customer centricity they need in this highly competitive marketplace." "With our deep knowledge of call center operations, CRM systems, and billing, we applied our human factors expertise to develop an agent interface that improves the delivery and presentation of customer order and billing information to the CSRs desktop," said Francois Lancon, Convergys' Senior Vice President of Product Management and Marketing. "Infinys CSM improves the customer experience by enabling CSRs to respond quickly to customer inquiries, accurately delivering customer information with fewer screens and applications to master." Infinys software is supporting a variety of communications service providers in North America, Europe, Latin America, Africa, the Middle East, and the Far East. Clients include Verizon Wireless, Cingular, Cox Communications, T-Systems, Telefonica, VIVO (Video In Video Out) Refers to a display adapter with analog video capture and analog video out (NTSC out) capabilities. See display adapter. , Vodacom, Qatar Telecom, and Telkomsel, to name a few. Other signature features of Infinys that extend competitive advantages to communications service providers include: --Online Charging. Provides Carrier-grade online charging across both prepaid and postpaid services. --True "Quadruple Play" (tm) Convergence Support. Enables the real-time creation, bundling, and management of voice, video, data, and wireless services across both wireless and wireline delivery networks, as well as for deployments of emerging IP Multimedia Subsystem An integrated network for telecommunications carriers that uses the IP protocol as its foundation for packetized voice, video and data. Supporting voice over IP (VoIP) in all its flavors (SIP, H.323, MGCP, etc. (IMS (1) See IP Multimedia Subsystem. (2) (Information Management System) An early IBM hierarchical DBMS for IBM mainframes. IMS was widely implemented throughout the 1970s under MVS and continues to be used under z/OS. ) unified architectures. --Linux Support. Supports operators with a higher degree of hardware platform flexibility. --Reduced Cost of Ownership. Delivers lower total cost of ownership through reduced systems integration, customization, and operation costs. Infinys can augment or replace existing legacy systems. Only Infinys software drives true convergence while enabling communications service providers to evolve their BSS environments with minimal risk. Infinys is built using a modular architecture that provides unsurpassed flexibility, investment protection, and support. With Infinys, Convergys clients - ranging from mobile to wireline to cable and satellite service providers - can deliver convergent voice, video, data, and wireless services for their residential and business customers to enable rapid market innovation and differentiation. About Convergys Convergys Corporation (NYSE: CVG) is a global leader in providing customer care, human resources, and billing services. Convergys combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services, and software support. Clients in more than 60 countries speaking nearly 30 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serves the world's leading companies in many industries including communications, financial services, technology, and consumer products. Convergys is a member of the S&P 500 and a Fortune Most Admired Company. Headquartered in Cincinnati, Ohio, Convergys has more than 62,000 employees in 68 customer contact centers, three data centers, and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia. For more information visit www.convergys.com (Infinys and Quadruple Play are trademarks and Convergys and the Convergys logo are registered trademarks of Convergys Corporation.) |
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