Convergys Corporation, a global provider of customer care, human resources, and billing services, has announced it has received the Market Leader Award from Speech Technology Magazine, recognizing Convergys as a leader in the consulting services category. The company’s work with the United States Postal Services was of particular interest.
USPS has received several important call automation enhancements as a result of Convergys implementations. These include speech recognition and tuning to increase the number of calls resolved through automated applications. With these changes, USPS has experienced a 30 percent increase in call containment rates in a system that handles more than 60 million calls a year. One specific internal speech application created more than $10 million in annual savings and cut misdirected calls from 21,000 to four or less per month.
www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.
Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.
I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺