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| Convergys and Avaya Announce Global Reseller Agreement Convergys and Avaya say they will sell and jointly deliver new "Customer Care Diagnostic" services designed by Convergys to help businesses evaluate the efficiency and effectiveness of their customer interactions. "Today's businesses are looking for ways to get more out of their communications investment and establish a true competitive edge", said Ken Kaisen, Vice President, Consulting and Systems Integration Practice, Avaya. "Through our relationship with Convergys, we can help companies thoroughly assess their customer care operations and identify the specific steps they can take to operate more efficiently and improve each customer's experience." "A Customer Care Diagnostic conducted by skilled professionals from Avaya and Convergys can provide businesses with a roadmap to the most lucrative opportunities for improving their customer care operations", said Larry Schwartz, President of Convergys' Communications and Technology Business Unit. "Based on the findings of the Diagnostic, we can then provide practical solutions that can generate significant revenue, contribute significant cost savings to a company's bottom line, and help a business deliver new breakthrough levels of customer service." Schwartz said clients using Convergys Customer Care Diagnostic have implemented recommended solutions based on the Diagnostic findings that have increased revenues by improving sales conversion rates and reducing calls per sale. They also have improved the efficiency of their operations by implementing solutions that have reduced call escalation rates and the subsequent costs of rework. The Customer Care Diagnostic spans the breadth of a customer care operation – from business process alignment and talent management to customer interaction and infrastructure. Companies receive a specific assessment of their care operations and how they compare to those of other businesses in their vertical market. Opportunities for improvement are prioritized based on complexity and the return potential on investment. Each assessment is conducted jointly by the consulting and professional services teams at Avaya and Convergys. Convergys is a new Platinum member of the Avaya DeveloperConnection Program – an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network. Member organizations have expertise in a broad range of technologies – including IP telephony, contact centers and mobility applications – helping companies extend the value of multi-vendor networks and transform voice into an intelligent business application that delivers true value to the bottom line. write your comments about the article :: © 2007 Networking News :: home page |