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| Leading U.S. Wireless Operator Chooses Convergys Intelligent Credits Solution Convergys announces that a leading U.S. wireless operator with millions of subscribers has signed a contract for Convergys Intelligent Credits Solution, part of Convergys' Intelligent Automation portfolio. By using Intelligent Credits to improve the process of issuing customer credits, the client can drive significant cost savings while increasing the satisfaction of its most valued customers. This software contract, valued at approximately $6.5 million, includes a license for Convergys Dynamic Decisioning Solution as well as annual maintenance, along with implementation services, which Convergys' award-winning professional services team will provide. Convergys will complete the implementation of the solution in the second quarter of this year. Companies are constantly challenged by the need to reduce costs, without negatively impacting customer satisfaction. With this in mind, most companies want to provide credits to their good customers when warranted due to an interruption in service or other unforeseen circumstance. Unfortunately, they often lack the automated controls needed to actively manage these credits. The wireless operator found itself in this situation, with spending on customer credits exceeding the industry average as a result of inconsistent policy adherence, before it discovered Convergys Intelligent Credits. Convergys Intelligent Credits enables centralized policy creation and management as well as automated, real-time, and proactive policy enforcement across all customer contact channels. The solution will enable real-time evaluation of customer requests for credits based upon the wireless operator's business policies and the customer's history with the provider. It will immediately provide customer service and retail associates with the appropriate credit offer they should make to subscribers in real-time. The solution is expected to save this operator as much as $100 million per year by eliminating erroneously issued credits and reducing call handle times. write your comments about the article :: © 2010 Computing News :: home page |