Customer management company Convergys has launched a number of customer experience optimisation solutions to uncover causes of low performance and eliminate interaction challenges.  

Leveraging Convergys’ proprietary consulting methodology and delivered by its analytics team, the applications intend to evaluate all facets of a customer's end-to-end experience through process-improvement recommendations.

The offerings include:

Convergys Repeat Call Analysis - Explores the reasons why customers call more than once, the processes and technology used to effectively resolve issues and upstream impacts on the customer experience. 

Convergys Chat Optimization - Leverages consulting experts and text analytics technology to analyse thousands of chat transcripts and understand why customers chat, where break-downs occur and how to improve performance. 

Convergys Customer Interaction Assessment - This solution focuses on five core experience attributes: operations, process, policy and metrics, channel and desktop tools to understand the current state of service delivery, and map it against an optimised future state.

Convergys IVR Optimization - Designed to reduce customer effort within the IVR and phone channels, and improve the end-to-end on-call customer experience.

Mike Cholak, VP at Convergys Analytics, said:  “The point of service is the most controllable opportunity to have a meaningful impact on customer loyalty. The delivery of these solutions enables our consulting professionals to drive relevant, quick and cost-effective outcomes that deliver significant returns on investment for our clients.”