Convergys Corporation announced the worldwide availability of its latest release of Convergys CRM, powered by Microsoft Dynamics CRM 2011.

Convergys CRM 2.0, part of the Convergys Smart Suite, will allow communication and utilities providers to transform their business with a comprehensive Business Support System (BSS) that improves the billing processes, customer service, and time-to-market for new revenue-generating services.

For more than 30 years, the global leader in relationship management provides solutions that drive more value from the relationships their clients have with their customers and turns these everyday interactions into a source of profit and strategic advantage for their clients.

"As services converge and churn causes revenues to erode, providers must transform their operations and business models. Standing out from the crowd boils down to an imperative described in a single word: service," said Bob Lento, President, Convergys Smart Revenue Solutions. "With this latest release of Convergys CRM, providers can address the immediate nature of new services and products, while proactively and seamlessly serving customers at every touch point."

To assist providers with their business challenges, Convergys announced a strategic relationship with Microsoft in February 2010, to deliver a comprehensive, pre-integrated solution that would improve billing processes, customer service, and time-to-market for new revenue-generating services for communications and utilities providers.

"As telcos look to transform their business, innovations in billing and customer service can make all the difference," said Dennis Michalis, general manager Microsoft Dynamics CRM. "Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions. The new offering from Convergys is an example of a solution that takes advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers."

Convergys CRM 2.0 combines and enhances Microsoft's market proven Dynamics CRM platform with best-in-class Convergys shopping and ordering, customer management, and account management, which is pre-configured and dedicated to telecommunications, cable, broadband, satellite and utilities businesses, transforming customer service into sales. Convergys CRM is also integrated with Rating & Billing Manager, so that billing information is seamlessly brought forward to enhance the customer service experience.

Convergys CRM is a flexible CRM product that works the way the service provider does and can be extended to meet the constantly changing market, business, and competitive requirements:

  • Consolidated view for customer service representatives to view all key customer details, including products, services, billing information, interactions, equipment and other important activities.
  • Ability to seamlessly move customers between support channels and segments, including the ability to view available services and products based on service location.
  • Positive and consistent customer experience at all touch points creates competitive differentiator.

Built on a true product model with Microsoft Dynamics 2011, Convergys CRM can significantly reduce the cost and on-going effort that providers have experienced with business CRM software, specifically in the areas of CRM implementation, licensing, integration, support/maintenance, testing, and upgrades.Convergys develops and implements Smart Revenue Solutions for the telecoms, cable, satellite, broadband and utilities markets, enabling global businesses to intelligently monetize their services, driving revenue and profits through innovative billing, customer care, and real time charging and policy solutions. Convergys solves today's business challenges and positions providers to evolve to take on future opportunities. Convergys's customer-focused approach delivers straight-forward, best-of-breed technology from its Smart Suite, which enhances the customer experience.

By Roger Stadler