Convergys Corporation has launched a worldwide revised version of Convergys CRM, which the company says will transform the business of communication and utilities providers.

Convergys 2.0, part of the Convergys Smart Suite and powered by Microsoft Dynamics CRM 2011, incorporates a Business Support System that aims to improve the billing processes, customer service and time-to-market for new revenue-generating services.

Convergys CRM 2.0 provides the following:

• Consolidated view for customer service representatives to view all key customer details, including products, services, billing information, interactions, equipment and other important activities.

• Ability to seamlessly move customers between support channels and segments, including the ability to view available services and products based on service location.

• Positive and consistent customer experience at all touch points creates competitive differentiator.

According to Convergys, Convergys CRM 2.0 combines and enhances Microsoft's market proven Dynamics CRM platform with best-in-class Convergys shopping and ordering, customer management, and account management, which is pre-configured and dedicated to telecommunications, cable, broadband, satellite and utilities businesses, transforming customer service into sales. Convergys CRM is also integrated with Rating & Billing Manager, so that billing information is seamlessly brought forward to enhance the customer service experience.

Convergys announced its partnership with Microsoft in February 2010 to provide the pre-integrated solution for the communications and utilities market.

Bob Lento from Convergys Smart Revenue Solutions said: “As services converge and churn causes revenues to erode, providers must transform their operations and business models. Standing out from the crowd boils down to an imperative described in a single word: service. With this latest release of Convergys CRM, providers can address the immediate nature of new services and products, while proactively and seamlessly serving customers at every touch point.”

Dennis Michalis, general manager Microsoft Dynamics CRM, said: “As telcos look to transform their business, innovations in billing and customer service can make all the difference. Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions. The new offering from Convergys is an example of a solution that takes advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers.”