Convergys merges CRM and billing with Infinys CSM.Convergys Corporation, a provider of outsourced 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, has announced a new upgrade to Infinys 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, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the company. Infinys CSM CSM - ["CSM - A Distributed Programming Language", S. Zhongxiu et al, IEEE Trans Soft Eng SE-13(4):497-500 (Apr 1987)]. brings customer order and billing information directly to the primary screens that CSRs reference. It presents the information so 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' experience managing more than 54,000 CSRs handling about 1.7 million interactions per day in 68 contact centers worldwide was instrumental in developing the CSM application, which complements service providers' current CRM and billing systems. Infinys CSM can be implemented as a standalone application or as part of an integrated Infinys solution. The solution offers: online charging, which provides carrier-grade online charging across both prepaid and postpaid services; true "quadruple play" convergence support to enable the real-time creation, bundling and management of voice, video, data and wireless services across both wireless and wireline delivery networks; Linux support to provide operators with a higher degree of hardware platform flexibility; and reduced cost of ownership through reduced systems integration, customization and operation costs. [ILLUSTRATION OMITTED] www.convergys.com |
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