Convergys Launches Convergys CRM 2.0 to Drive Excellence in Customer Service

Convergys Launches Convergys CRM 2.0 to Drive Excellence in Customer Service

Convergys Launches Convergys CRM 2.0 to Drive Excellence in Customer Service

(Cincinnati and Barcelona, Spain; February 28, 2012) – Convergys Corporation (NYSE: CVG) announced today at Mobile World Congress 2012 the worldwide availability of its latest release of Convergys CRM, powered by Microsoft Dynamics CRM 2011. Convergys CRM 2.0, part of the Convergys Smart Suite, will allow communication and utilities providers to transform their business with a comprehensive Business Support System (BSS) that improves the billing processes, customer service, and time-to-market for new revenue-generating services.

“As services converge and churn causes revenues to erode, providers must transform their operations and business models. Standing out from the crowd boils down to an imperative described in a single word: service,” said Bob Lento, President, Convergys Smart Revenue Solutions. “With this latest release of Convergys CRM, providers can address the immediate nature of new services and products, while proactively and seamlessly serving customers at every touch point.”

To assist providers with their business challenges, Convergys announced a strategic relationship with Microsoft in February 2010, to deliver a comprehensive, pre-integrated solution that would improve billing processes, customer service, and time-to-market for new revenue-generating services for communications and utilities providers.

“As telcos look to transform their business, innovations in billing and customer service can make all the difference, “ said Dennis Michalis, general manager Microsoft Dynamics CRM. “Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions. The new offering from Convergys is an example of a solution that takes advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers.”

Convergys CRM 2.0 combines and enhances Microsoft’s market proven Dynamics CRM platform with best-in-class Convergys shopping and ordering, customer management, and account management, which is pre-configured and dedicated to telecommunications, cable, broadband, satellite and utilities businesses, transforming customer service into sales. Convergys CRM is also integrated with Rating & Billing Manager, so that billing information is seamlessly brought forward to enhance the customer service experience.

Convergys CRM is a flexible CRM product that works the way the service provider does and can be extended to meet the constantly changing market, business, and competitive requirements:

  • Consolidated view for customer service representatives to view all key customer details, including products, services, billing information, interactions, equipment and other important activities.
  • Ability to seamlessly move customers between support channels and segments, including the ability to view available services and products based on service location.
  • Positive and consistent customer experience at all touch points creates competitive differentiator.

Built on a true product model with Microsoft Dynamics 2011, Convergys CRM can significantly reduce the cost and on-going effort that providers have experienced with business CRM software, specifically in the areas of CRM implementation, licensing, integration, support/maintenance, testing, and upgrades.

Convergys develops and implements Smart Revenue Solutions for the telecoms, cable, satellite, broadband and utilities markets. These solutions can help providers to Solve for today. Evolve for tomorrow.SM Convergys’ Solve and Evolve approach enables providers to have the tools to transform to the changing world. Convergys calls it SmartLifeSM; transforming everyday touch points and transactions into seamless, positive, loyalty-building customer experiences.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.

Convergys has approximately 70,000 employees in 69 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

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Jeff Hazel, Convergys Media/Public Relations, +1 513 723 7153 or