Stream Energy Unveils State-of-the-Art Customer Service System

In the first month since the installation, overall talk times for Stream Energy agents have decreased by nearly 30%, 25% of customers have shown a preference for using the new self-service options, and almost 90% of customers using the call-back feature are finding it meets their needs. [click heading for more]

Convergys' Work with USPS Pays Off

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.