Customers demand exceptional service from their financial institutions, but minimizing expenses and containing capital investments are also market imperatives. You can achieve both with Convergys. We align best-in-class contact center technology with your business priorities and growth objectives; yielding greater return on transactions by driving down costs while increasing service, satisfaction and cross-sell opportunities.
Intelligent Contact Centers Drive Satisfaction & Reduce Costs
Convergys has partnered with financial service organizations to optimize the value of customer relationships for almost 25 years.
- Revenue Generation: Optimize sales and revenue per customer with relevant offers in automation
- Acquisitions: Maximize new accounts while making a good first impression through intelligent routing to skilled agents
- Cost Reduction: Reduce misdialed calls and call handle time while increasing customer satisfaction
- Retention and Loyalty: Understand and eliminate causes of customer dissatisfaction in automation
Our portfolio of solutions includes:
Our Portfolio of Solutions Includes
A key component of the Convergys Interaction Portal, the Intervoice Voice Portal is a leading technology platform for the design and development of innovative self-service solutions. With the Portal, financial services companies achieve:
- Rapid ROI utilizing the power of speech & Web-based standards
- Reduced operating costs by mining data captured in automation
- Increased revenue opportunities
- Improved customer satisfaction and loyalty
Measurable Results: Wachovia received the 2007 SpeechTEK Implementation Award for deployming the world’s largest VoiceXML-based self-service platform, in partnership with Convergys.
Speech automation, combined with our Dynamic Decisioning Solution, delivers personalized self-service. This solution makes self-service as effective as live agent interactions by providing dynamic menus and tailored prompts and offers based on company policies and enterprise-wide customer information. With Intelligent Self Service:
- Cost to serve is reduced with dynamic menus and tailored prompts
- Total Cost of Ownership (TC) is lowered
- Revenue, cross-sell, and up-sell opportunities increase
- Customer experience is improved
Our Intelligent Notification solution delivers personalized, proactive multi-channel outbound notification services. Our flexible, extensible framework supports multiple channels including voice, text message and email, delivering real-time notification via end users’ preferred channel.
- Generate more revenue when your contact center is transformed from reactive to proactive, enabling self-service and live agents to focus on revenue-generation and service
Measurable Results: For a global bank, we increased inbound card acquisitions by 8.5%.
Financial services must balance the security of customer and company data with budget constraints and customer satisfaction. On-Demand Voice Authentication dramatically improves security and ease of use while reducing expenses.
- Maximize security & reduce fraud
- Minimize operating expenses
- Increase customer satisfaction and retention
Measurable Results: On-Demand Voice Authentication reduced average handle time 15 seconds and gained 85% preference over use of a PIN by customers at a respected, national bank.
Our speech analytics services help banks understand what customers are doing, and more importantly, not doing, in self-service. By quickly identifying customers' challenges, it is possible to correct the problem in an expedient manner.
A proven, proprietary methodology coupled with sophisticated analytic technologies are used to:
- Drive positive cash flow for the business through an "outside-in" view of the customer experience
- Improve retention by identifying the root causes of disconnects in meeting customer expectations
- Increase ROI by prioritizing and implementing business solutions with guaranteed in and near quarter return
Measurable Results: For a leading commercial bank, Convergys implemented an automated speech solution that fields more than 350 million calls a year across multiple speech applications.
