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March 20, 2008

Convergys To Provide Customer Care To Cox Communications

By Tracey E. Schelmetic
TMCnet Contributor

Outsourced customer care provider Convergys (News - Alert) Corporation announced on Thursday a multi-year contract renewal to provide Cox Communications with expanded relationship management functionality to streamline order entry workflows, provide intelligent customer alerts and manage campaigns in its markets.
With more than six-million customers, Cox (News - Alert) is the third-largest cable operator in the U.S. The new software functionality delivered to Cox is based on Convergys’ Customer Service Manager and Dynamic Decisioning solutions. The Convergys Customer Service Manager solution was designed to provide agents with a simple, consolidated view of the customer’s service history, payment history and collections information brought quickly to the their desktops using fewer screens and systems than is typical today.
The Convergys Dynamic Decisioning Solution is a rules-based software engine that assists customer service agents in providing consistent and proactive care by enabling centralized policy creation and management as well as automated and real-time policy enforcement across all contact channels. Initially, Cox will leverage this solution for the delivery of customer alerts.
"Cox takes great pride in delivering superior customer service. Convergys and its relationship management solutions have been a big part of that since 1996,” said Scott Hatfield, Cox Senior Vice President and Chief Information Officer. “Convergys’ new software solutions and customer management capabilities will help us improve our response time with accurate and actionable information that will enhance the customer experience."
“Convergys’ unique experience with developing relationship management solutions that complement our billing solutions - like ICOMS for cable operators - was instrumental in developing this software for Cox,” said Rick Baca, Convergys Vice President, Cable Program Management. “Our solution will enable Cox to quickly and cost-efficiently advance its award-winning customer service to a higher level of responsive and satisfying
care for millions of subscribers.”
Convergys will also continue to provide exclusive customer care and billing capabilities using its state-of-the-art billing software to service Cox’s residential and commercial video, voice, and data customers.
For more information about Convergys, visit

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Migrating Your Messaging System, brought to you by Active Voice.

Tracey Schelmetic is Editorial Director for Customer Interaction Solutions magazine, and covers the customer relationship management and call center industries for TMCnet. To read more of Tracey’s articles, please visit her columnist page. She also blogs for TMCnet here.

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