Convergys Forms Strategic Relationship With Microsoft
The solution will combine MS Dynamics CRM and MS SQL Server 2008 R2 with the modular business support system capabilities of Convergys.
Convergys, a player in relationship management, has entered into a global strategic relationship with Microsoft to ‘change the game’ for communications providers and utility companies.
Combining the strengths of Convergys in customer care and billing and Microsoft in technology innovation, the companies will be delivering the Convergys Smart Communications Suite powered by Microsoft. Currently under development, the solution will provide a next-generation business support system (BSS) that will improve the customer experience. By combining Microsoft Dynamics CRM and Microsoft SQL Server 2008 R2 with the modular business support system capabilities of Convergys, the solution will support a shared vision of enabling service providers to rapidly deliver a wide range of new and differentiated services.
The Convergys Smart Communications Suite is flexible to meet the demands of companies and the growing demands of their customers. Scalable and interoperable with existing systems and third-party applications, as well as with varying deployment models, the solution will offer an alternative to current billing and CRM platforms. Its open architecture means it can help companies achieve faster-time-to-market for new services with reduced implementation time and automated workflows for most common business processes.
The integration of Microsoft Dynamics CRM into the Convergys Smart BSS Solutions portfolio will bring easy-to-use customer care tools based on Microsoft Office, Outlook, and SharePoint across all service providers' customer care channels. Call centre agents will benefit from a customer-centric, simplified user interface, helping ensure that they can move customers quickly and intuitively between sales channels and promotions, to deliver the best possible customer service and reduce call-handling times. A single catalogue that enables easy bundling of new products will help agents with more targeted cross/ up-selling opportunities.
With the inclusion of SQL Server 2008 R2 in the solution, Convergys can offer customers and prospects efficient data compression, partitioning, availability, and encryption at no extra cost; SQL Server will enable communications providers to centralise and manage critical customer information.
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