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Convergys expanding Cox’s relationship management functionality

Thu, 03/20/2008 - 9:07am
Traci Patterson

Convergys Corp. has announced a multi-year contract renewal with Cox Communications that will give the MSO expanded relationship management functionality to streamline order entry workflows, provide intelligent customer alerts and manage campaigns in its markets.

Convergys’ new software functionality is based on the company’s Customer Service Manager – which quickly provides agents with a consolidated view of customers’ service and payment histories and collections information – and Dynamic Decisioning solution, a rules-based software engine that enables centralized policy creation and management, as well as automated and real-time policy enforcement across all contact channels.

Initially, Cox will use Convergys’ Dynamic Decisioning solution for the delivery of customer alerts.

"Convergys' new software solutions and customer management capabilities will help us improve our response time with accurate and actionable information that will enhance the customer experience," said Scott Hatfield, Cox’s SVP and CIO. 

Convergys said that it will continue to provide customer care and billing capabilities, via its billing software, to service Cox's residential and commercial video, voice and data customers.

More Broadband Direct:

• FCC gives DirecTV, Dish Network extension on digital deadline 

• Convergys expanding Cox’s relationship management functionality 

• Verizon beefs up VOD offering 

• Majority of over-the-air consumers opting for free digital TV 

• DirecTV satellite launches; will enable delivery of 150 HD channels 

• Comcast promotes Backstroom, Dua 

• Broadband Briefs for 3/20/08

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