Speech Technology Magazine

Rodale Selects Convergys for CRM Solutions

Becomes the first company to leverage combined Convergys-Intervoice solutions since acquisition last year.
Posted Feb 2, 2009
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Convergys announced today that media company Rodale, which reaches more than 70 million people worldwide through multiple distribution channels, including magazines, books, online, e-commerce, direct-to-consumer, and video, has signed a contract for Convergys’ portfolio of customer care and relationship management solutions.

This announcement marks the first contract win combining both Convergys and Intervoice solutions since Convergys acquired Intervoice in September 2008.

With Convergys, Rodale can leverage a strong portfolio of intelligent contact center solutions and live agent customer care operations to optimize every customer interaction. These combined solutions will enable Rodale to deliver an enhanced customer experience allowing customers to choose their channel of communication.

Rodale will offer a comprehensive customer service experience via multiple channels of communication leveraging Intervoice Voice Portal 6.0 for voice self-service options and intelligent call routing integrated to deliver a seamless transfer to knowledgeable live agents.

In addition to technology and live agent solutions, Rodale will take advantage of the Convergys Professional Services organization to create a strategy that drives a customer-centric design and deployment model for the end-to-end solution, including ongoing tuning and optimization services to ensure optimal performance and efficiencies.

“In a highly competitive marketplace, providing our customers with choices for how they can communicate with us is another way we can continue to provide added-value,” said Howard Weill, senior vice president of finance and operations at Rodale. “With Convergys’ relationship management solutions, Rodale now has an end-to-end customer care solution that consolidates and streamlines operations and reduces costs while simultaneously raising its level of customer satisfaction.”

“Consumers today are increasingly demanding customer service solutions that empower them to either serve themselves or be served by a live agent,” said Jim Boyce, Convergys' president of the Global Business Units. “Rodale is an early example of a company that will reap the benefits of providing its customers with a seamless combination of multiple customer care platforms, including technology and software-based voice response and self-service platforms and live agent support.”

Convergys partners with companies to strengthen their relationships with customers and employees. Convergys Customer Solutions enable a superior customer experience and enhance business performance by applying the right mix of technology-based self-service and agent-assisted care to support their customer interactions. As a result, our clients achieve improved operational effectiveness, enhanced customer experience, and accelerated revenue growth creating a sustainable competitive advantage.

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