CONVERGYS THOUGHT LEADERSHIP SPEAKER SERIES: New opportunities to improve the customer experience have emerged as technology transforms how consumers spend their time, make purchase decisions, transac

CINCINNATI -- (BUSINESS WIRE) -- At the Gartner CRM Summit this week in Scottsdale, AZ, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on how companies can deliver personalized and relevant customer interactions aided by new technology solutions.

Speaking on “Leveraging the Power of Intelligent Interactions: A Case Study,” Convergys’ Jo Ann Parris discussed how technology adoption in everyday interactions is driving a greater need for intelligent self-service options to improve the customer experience, drive loyalty, and reduce the cost to serve. Parris is vice president of product and solution marketing in Convergys’ Relationship Technology Management line of business.

According to Parris, Convergys research shows that the preference for automated self-service channels has doubled in the last four years, and now 55 percent of consumers believe that automated self-service resolution is better than waiting for an agent, particularly if their issues can be resolved quickly. In addition, the up-and-coming Millennials prefer automated self-service options as their first choice of contact by about 40 percent compared to Gen Xers at 25 percent and Baby Boomers at 19 percent. Still, Parris believes there will be greater pull through yet for Gen Xers and the Baby Boomers in coming years as companies increasingly deploy self-service technology and consumers of all ages naturally adopt these automated channels for service. As part of her presentation, Parris reviewed a case study and demo showing how a Fortune 50 financial institution implemented intelligent self-service to improve the customer experience and lower the cost to serve with regard to customer inquiries about their direct deposit social security checks.

To view a copy of the presentation, go to Convergys.Com>Vision>Relationship Management Insights or click here.

Convergys blogs, podcasts, speaker presentations, and webinars on the latest industry trends and thought leadership in relationship management also can be accessed via convergys.com, under the site’s Vision tab.

To learn more about the Convergys speaker program and the availability of speakers and their topics, contact the speaker program director Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com

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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 and employees. 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 clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com