Convergys Announces Enhanced Integrated Contact Management Solutions for e-Service Providers

Business Wire, Oct 12, 2001

Business Editors

CINCINNATI--(BUSINESS WIRE)--Oct. 12, 2001

-- Solutions Offered Independently or Pre-Integrated With Catalys IP

Billing Solution --

Convergys Corporation (NYSE:CVG), the global leader in integrated billing and customer care services, announced today the availability of enhanced customer service and technical support programs designed to support the unique customer care needs of e-service providers.

These programs enable an integrated view of a customer's contact history, including e-mail and phone contacts, and help improve call-handling efficiency.

These enhanced customer care and technical support programs are available as stand-alone programs or pre-integrated with Convergys' Catalys(TM) IP billing solution. When integrated with Catalys, these programs allow customer billing information to be viewed through a single system, minimizing screen changes. The enhanced customer care and technical support programs are tailored for e-service providers with more than 250,000 customers who use the Internet to drive new revenue streams and create new business efficiencies.

"As IP services increase in variety and complexity, customer service and technical support are becoming a critical differentiator in the competitive e-service marketplace," said Ron Schultz, President of Convergys Customer Management Group. "Convergys has brought together billing and customer care into a total integrated solution that no one else can deliver to e-service providers. While both solutions can run as stand-alone programs, clients that opt for the pre-integrated solution gain significant efficiencies and higher customer satisfaction."

The enhanced customer service and technical support programs include standard business insight and contact center insight reports that list why customers communicate with a company. These reports enable companies to become learning organizations, allowing them to actively modify their businesses to suit their customers' needs.

Convergys' customer care solutions offer a "high-tech, human-touch" approach that combines advanced information management technologies and high-tech communication channels with well-trained customer care specialists operating from Convergys' integrated contact centers. No other company has the expertise, capabilities, and record of accomplishment that Convergys brings to designing, implementing, and managing effective customer care solutions for its clients.

Convergys' comprehensive billing and customer management solutions have helped its clients achieve greater customer loyalty, reduce costs, drive innovation, and increase revenue. Each day, Convergys software produces more than 1.3 million bills while our people, working in 49 contact centers, manage more than 1.2 million customer interactions over the phone or the Internet.

About Convergys

Convergys Corporation (NYSE:CVG), a member of the S&P 500 and the Forbes' Platinum 400, is the global leader in integrated billing and customer care services provided through outsourcing or licensing. We serve top companies in telecommunications, Internet, cable and broadband services, technology, financial services, and other industries in more than 30 countries.

We bring together world-class resources, software, and expertise to help create valuable relationships between our clients and their customers. This commitment is validated by the more than 1.3 million individual bills our software produces each day to support more than 100 million subscribers, and by the more than 1.2 million separate customer contacts we manage each day, both live and via electronic interaction.

Convergys(TM) employs over 45,000 people in 49 customer contact centers and in our data centers and other offices in the United States, Canada, Latin America, Israel, and Europe. Convergys is on the net at www.convergys.com, and has world headquarters in Cincinnati.

Convergys, the Convergys logo, and Catalys are trademarks of Convergys Corporation.

Previous news releases and other information about Convergys can be viewed on our web site www.convergys.com and www.genevatechnology.com.