Convergys Introduces New Solution to Maximize Customer Lifetime Value

Convergys Corporation announced the availability of its Lifetime Value Optimizer solution that helps businesses maximize the lifetime value of each of their customers. The Convergys solution has been undergoing pilot testing over recent months with great results. Two additional client implementations are now underway.

Today, customer interfacing employees and systems may make inconsistent policy decisions. Convergys’ Lifetime Value Optimizer solution addresses these inconsistent policy decisions by providing a centralized engine to capture all customer events across all channels, automatically evaluating those events against policies, and executing appropriate actions. The proliferation of non-integrated operational systems adds to the challenge of enabling seamless customer service across automated and live agent service channels. The Convergys solution ensures real-time proactive care, enhances automation effectiveness, and improves agent efficiency.

Convergys’ Lifetime Value Optimizer solution supports real-time service, sales and save actions across all customer channels in any vertical market. The solution is highly scalable, capable of handling the volume and complexity of today’s customer interactions.

"Convergys’ Lifetime Value Optimizer solution integrates into existing systems enabling all customer interactions to be combined to provide a holistic view of the customer, unlocking customer value and maximizing return on investments in those systems," said Jeff Gordon, Senior Vice President of Convergys’ Innovation Center. "Convergys’ ability to provide centralized policy management with automated real-time policy enforcement across all customer touch points in response to ‘real-time’ events with this solution can generate millions of dollars in incremental operating income each year."