Convergys Signs Contract with Rite Aid to Provide Customer Care Services.Business Editors/High-Tech Writers CINCINNATI--(BUSINESS WIRE)--July 10, 2003 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) ), the global leader in integrated billing, employee care, and customer care services, announced today a three-year contract to provide Rite Aid Rite Aid (NYSE: RAD) is a United States retailer and pharmacy chain, operating over 5,000 stores in 31 states and the District of Columbia. Rite Aid Corporation is one of the nation's leading drugstore chains. (NYSE:RAD) with an automated, speech-enabled store locator service An IN (Intelligent Network) service for retail outlets that transfers the caller to the nearest store based on the calling telephone number. This allows the business to advertise only one telephone number. See call routing service. . One of the largest drug store chains in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. , Rite Aid operates more than 3,400 locations in 28 states and the District of Columbia District of Columbia, federal district (2000 pop. 572,059, a 5.7% decrease in population since the 1990 census), 69 sq mi (179 sq km), on the east bank of the Potomac River, coextensive with the city of Washington, D.C. (the capital of the United States). . Rite Aid customers accessing the Convergys-designed advanced speech recognition (ASR (Automatic Speech Recognition) Using voice recognition to replace keypad entry for telephone voice menus. Typically used to speak the digits 0 through 9 insted of keying them, ASR systems may be able to recognize a limited vocabulary. See voice recognition and AVSR. ) system at 800-RITE-AID can quickly and conveniently identify and connect to the store nearest to them based on hours of operation and the services and products they want (e.g., stores that are open 24 hours, offer one-hour film processing, or carry GNC GNC General Nutrition Centers GNC Gas Natural Comprimido (Argentina) GNC Guidance, Navigation, and Control GNC Grand National Championship (ATV racing) GNC Global Navigation Chart dietary supplements Noun 1. dietary supplement - something added to complete a diet or to make up for a dietary deficiency diet - a prescribed selection of foods vitamin pill - a pill containing one or more vitamins; taken as a dietary supplement ). Convergys also automates the reporting of comments from Rite Aid associates, enabling Rite Aid to gauge employee satisfaction and solicit ideas for improving shareholder value from its employees. "Using Convergys' ASR system to deliver routine information such as store locations and collect suggestions from our employees enables us to utilize our live agents in critical areas of our customer support operations such as providing assistance with prescription-related questions or other store-related inquiries," said Mike Cadden, Director of Customer Support, Rite Aid. "This project represents a great collaboration between Rite Aid and Convergys that equally benefits our business, customers, employees, and shareholders." "Companies like Rite Aid increasingly recognize how a balanced use of speech-enabled technologies can extend the reach and efficiency of their existing contact center capabilities," said Jack Freker, President, Customer Management Group, Convergys. "Not only do ASR systems allow our clients to deliver service to more customers in less time, but they also drive increased customer satisfaction at lower costs." Convergys' customer care solutions offer a "high-tech, human-touch" approach that combines well-trained customer care specialists in Convergys' integrated contact centers with advanced information management technologies and high-tech communication channels, like the Web and integrated voice response systems with ASR. Each day, Convergys customer service agents manage more than 1.7 million customer interactions over the phone or the Internet. Convergys' comprehensive customer management services enable its clients to achieve greater customer loyalty and increase revenue. About Rite Aid Rite Aid Corporation is one of the nation's leading drugstore chains with annual revenues of nearly $16 billion and approximately 3,400 stores in 28 states and the District of Columbia. Information about Rite Aid, including corporate background and press releases, is available through the company's website at www.riteaid.com About Convergys Convergys Corporation (NYSE:CVG), a member of the S&P 500 and the Forbes' Platinum 400, is the global leader in integrated billing, employee care, and customer care services provided through outsourcing or licensing. We serve top companies in telecommunications, Internet, cable and broadband services, technology, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , and other industries in more than 40 countries. We also provide integrated, outsourced, human resource services to leading companies across a broad range of industries. We bring together world-class resources, software, and expertise to help create valuable relationships between our clients and their customers and their employees. This commitment is validated by the more than 1.5 million individual bills our software produces each day to support more than 120 million subscribers, and by the more than 1.7 million separate customer and employee contacts we manage each day, both live and via electronic interaction. Convergys(R) employs more than 44,000 people in 47 customer contact centers and in our data centers and other offices in the United States, Canada, Latin America Latin America, the Spanish-speaking, Portuguese-speaking, and French-speaking countries (except Canada) of North America, South America, Central America, and the West Indies. , Europe, the Middle East, and Asia. Convergys is on the net at www.convergys.com, and has world headquarters in Cincinnati. (Convergys and the Convergys logo are registered trademarks of Convergys Corporation.) |
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