Convergys Corporation, a leader in relationship management, announced version 6.5 of its IVP (Interactive Voice Portal) and the next generation of its Interactive Composer. Convergys’ full solution, called ISS (Intelligent Self-Service), provides businesses with the tools to leverage their customer relationships through intelligent automation, self-service and outbound notifications.
Whenever I read a press release, one of the first marketing questions that comes to mind is: what market need is this new product, service or announcement addressing?
Convergys’ news announcement makes this point pretty clear:
The growing popularity of smart mobile devices has driven customers to expect anywhere, any channel access to contact centers. As an industry-leading platform for intelligent voice and Visual IVR self-service applications, IVP from Convergys addresses this demand by enabling contact centers to give their customers the information they need in a timely manner via the media most convenient to them – voice, telephony, Web, fax, email, or mobile device. Visual IVR support, new in IVP 6.5, enhances the power of speech through visual presentation of service options, content, and responses on a mobile phone screen during a voice interaction.
People today are constantly on the go, but they still expect the same level of information access as if they were sitting all day at their desk in an office. Consequently, companies that want to take full advantage of their customer relationships need to be able to address this market need by contacting their customers and providing service through a variety of media options.
Read the entire press release to learn more about version 6.5.
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