For 20 years, InformationWeek has identified and honored the nation's most innovative users of information technology with its annual listing. The list is unique among corporate rankings because it spotlights the power of innovation in information technology, rather than simply identifying the biggest IT spenders. Convergys has rapidly moved ahead in the listing over the past two years, going from a ranking in the top 500 in 2005, placing 81 in 2006, and now being in the Top 10.
"We develop and deploy innovative technology-based solutions to transform customer and employee relationships through proactive care, raising the effectiveness of self-care, enhancing agent efficiency, and optimizing the value of all customers," said Bob Lento, Convergys President, Information Management, who was present in Tucson to accept the award. "Convergys has invested hundreds of millions in research and development and now holds an impressive 137 patents or patents-pending for advanced technology in all phases of customer care, human resources, and billing."
"Being recognized in Information Week's Top 10 demonstrates that Convergys continues to provide its clients innovative and differentiated customer care solutions. Innovation -particularly in taking the contact center into the realm of the business intelligence center - is one of many reasons why Convergys is a leading customer relationship management company," said Stephen Loynd, IDC Program Manager, Contact Center Services.
"We'd like to extend our sincere congratulations to all InformationWeek 500 honorees. These companies represent today's leading technology innovators, many of whom have joined us this week," said InformationWeek vice president and publisher, John Siefert. "This group has prompted fascinating discussion on some of the most forward looking business technology initiatives to date."
Two solutions were noted that highlight Convergys' ability to leverage technology. The first solution helps clients optimize customer experience with a solution that enables automated, real-time, and proactive policy management across all customer contact channels. This software and services solution augments a company's existing systems, data, and processes. It also drives informed and actionable decision-making that maximizes the lifetime value of each customer while increasing agent efficiency, quality of service, and customer satisfaction and loyalty.
Another example is Convergys' early warning system used throughout its 79 global contact centers to address employee retention and encourage employee engagement and productivity. This proactive retention intervention process and tool combines qualitative data from one-on-one conversations between agents and team leaders with quantitative data, to gauge an employee's likelihood to exit the company. Based on an employee's likelihood to leave, Convergys is able to take appropriate steps to intervene and retain the employee before it is too late.