(Cincinnati; November 21, 2005) – Convergys Corporation (NYSE: CVG), a global leader in customer care, human resources, and billing services, announced today an alliance with ClickFox, Inc., an industry pioneer in providing Customer Behavior Intelligence (CBI) solutions for optimizing the customer experience across multiple channels.
The alliance between Convergys and ClickFox combines customer management expertise, analytic capabilities, and technology to deliver a comprehensive solution for assessing, optimizing, and implementing multi-channel customer experience improvements.
The alliance provides for Convergys to integrate ClickFox’s CBI modeling solutions into its Customer Management Professional Services offerings and for ClickFox to use Convergys as a preferred hosting provider of ClickFox applications for ClickFox clients.
"ClickFox clients will greatly benefit from the operational expertise and state-of-the-art facilities Convergys delivers as a leading provider of hosted solutions," said Bill Hawley, Chief Operations Officer for ClickFox. "Highly-experienced Convergys management and technical personnel will manage the day-to-day operations of our applications for ClickFox clients,deploying a well-documented and proven operating model that delivers redundant data security, high scalability, and operational efficiency."
"Convergys will use the ClickFox software to develop specific, actionable recommendations for improving customer management practices and increasing customer satisfaction for our clients," said Tom Mangan, Senior Vice President of Professional Services for Convergys’ Customer Management Group. "We found the analytical capabilities of the ClickFox software to be particularly strong as it maps customer interactions across multiple contact channels to reveal bottlenecks in customer transaction flow, problems with navigation, and root causes for customer transfers to live agents for assistance. "With these insights, Convergys can deliver the real customer story to our clients, optimize their agent and self-service channels, help them to enhance their customer interactions, better align their enterprise business processes, and improve their customer satisfaction."
Both companies support large enterprises that have high volumes of customer transactions in multi-channel customer care environments.
By applying more than 20 years of operational experience in customer care, Convergys brings clarity and rigor to defining, implementing, and managing client-specific solutions. Convergys’ solutions help our clients improve operational efficiency and service quality, enrich the customer experience, and strengthen customer relationships to improve their competitive advantage and increase revenue growth. Convergys is outthinking and out doing [tm] on behalf of its clients every day.
ClickFox is a pioneer in Customer Behavior Intelligence. Its patented software enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior within and across self-service systems, such as voice and speech-enabled IVRs, web, kiosks and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at www.clickfox.com.
Convergys Corporation (NYSE: CVG) is a global leader in providing customer care, human resources, and billing services. Convergys combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services, and software support. Clients in more than 60 countries speaking nearly 30 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serves the world’s leading companies in many industries including communications, financial services, technology, and consumer products.
Convergys is a member of the S&P 500 and a Fortune Most Admired Company.
Headquartered in Cincinnati, Ohio, Convergys has more than 62,000 employees in 68 customer contact centers, three data centers, and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia. For more information visit www.convergys.com
(Outthinking, Outdoing is a trademark and Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
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