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IP Integration offers world's most sophisticated IVR solutions
30
Apr '09
Convergys Corporation, a global leader in relationship management, announced today that IP Integration, a leading UK systems integrator, has entered into a partnership to resell Convergys' award-winning Interactive Voice Response (IVR) voice portal and speech automation solutions to the UK contact center marketplace.

IP Integration works with clients to derive the maximum benefit from best-of-breed technology products and services that are flexibly tailored to meet their contact center needs. A strong track record of developing robust CTI middleware and seamlessly designing, developing, and delivering complex, integrated contact center applications positions IP Integration as a leader within this space.

“Through our new partnership with Convergys, IP Integration now offers the world's most sophisticated IVR and speech automation solutions available to our clients, which include retail, the public sector, and the most respected brands in travel and gaming in the UK,” said Dave Glasgow, Sales Director, IP Integration.

“Convergys' voice response and speech automation solutions deliver the tangible value that meets our clients' high expectations. Combined with their broader customer care portfolio and the high level of expertise available from our local Convergys team, we fully anticipate a successful long-term partnership.”

Proprietary research conducted by Convergys found that the number of consumers preferring automated channels has doubled in the last four years. The research shows that 55 percent of the population prefers having the option to use self-service automation to find their own resolution versus waiting to speak with someone on the phone.

“As our own research shows, customers like having options when they contact a company. Companies must balance automated self-service with agent-assisted service in order to deliver the service experience customers want,” said Mike Betzer, president of Relationship Technology Management at Convergys.

“Together with IP Integration, which has a strong reputation for its agility, technical credibility, and focus on the provision of next generation customer care, we have the ability to meet the need for greater self-service through advanced IVR/voice portal and speech automation solutions in the United Kingdom.”

Convergys helps clients uncover the true behavior of customers across self-service and live agent channels, balancing this with business objectives to help define and implement changes to business processes. Beyond its analytics consulting and contact center optimization expertise, Convergys supports speech application design, development, deployment and on-going management and tuning. Convergys helps clients improve the efficiency and quality of service, reduce technology risk, and enhance the customer experience.

Convergys Corporation

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