DUBLIN – One of the buzz words at the TM Forum 2011 has been “customer experience,” with companies looking towards ways to improve the relationship between the service provider and the customer with relationship management tools.
One of the companies hoping to stand out from the CRM crowd is
Convergys. Just this week, the company announced the worldwide availability of Convergys CRM powered by Microsoft Dynamics CRM 2011. The CRM is designed to simplify real-time rating, billing and customer care for communication and utility service providers by giving them what Convergys is calling a “360-degree view of the customer.”
In a meeting with RCR Wireless News, a representative for Convergys described the ultimate goal in creating a good customer experience: continuity between platforms. For example, a service provider needs the to offer the same standardized information and practices across customer service channels: from call center, to store, to online ordering. Convergys affirms that with a deeper view into customer service problems, the service provider can more effectively do this, and respond more quickly to customer complaints.
“Communication and utility service providers are struggling to address the complexity and immediacy inherent in today’s new services, products, and customer service. They need to implement systems that support real-time rating, billing, and charging as well as a superior, seamless, and comprehensive next-generation customer care experience,” said Bob Lento, president of information management.
The partnership between Microsoft and Convergys was announced in February 2010 to deliver a pre-integrated solution to improve billing, customer service, and time-to-market for revenue-generating services.
“Over the last few years, Microsoft has established itself as a leader in the CRM market and has developed a solid CRM offering that can address user requirements across many industries,” said Larry Goldman, head of telecom software research at Analysis Mason.
Currently, Convergys supports seven of Fortune’s top 10 communications companies.
