Technology Service and Support Industry Honors Convergys as a Recognized Innovator in Battling Complexity in Technical Support

• Press Release
• Source: Convergys Corporation
• On 8:33 am EDT, Tuesday October 20, 2009

CINCINNATI & LAS VEGAS--(BUSINESS WIRE)--Convergys Corporation (NYSE: CVG - News), a global leader in relationship management, today announced that the Association for Services Management International (AFSMI), the Service & Support Professionals Association (SSPA), and the Technology Professional Services Association (TPSA) have named it a winner of the Fall 2009 Recognized Innovator award. The associations honored Convergys specifically in the category for Innovation in Battling Complexity based on the work Convergys does for a leading technology client. Convergys received the award at the Technology Services World conference today in Las Vegas. A panel of judges, including industry experts and AFSMI, SSPA, and TPSA members, selected Recognized Innovator award winners.

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According to the associations’ estimates, technology complexity has been rapidly increasing and the percentage of association members who say the technology products they support are highly complex has grown from 42 percent in 2003 to 62 percent in 2009. This percentage is likely to continue to grow, with rising complexity continuing to affect many areas of service and support operations. As the winner in the Innovation in Battling Complexity category, the technology service and support associations honored Convergys for its success in helping companies thrive in these complex service and support environments.

Timeliness in distributing information and procedures is critical to providing accurate and cost-effective technical support. In providing technical support for a major global software company, Convergys adapted an on-demand tool to simplify the complexity involved in circulating frequent, important process and procedure updates to technical support teams. The Convergys tool disseminates updates for critical technical support procedures across a large team of skilled agents in a very short time, verifying both receipt and understanding of the information, while also providing comprehensive reporting on agent compliance.

This Convergys innovation improved service quality for the company’s customers, as well as operational efficiency, by reducing the time required to disseminate updates from up to 14 days to fewer than 24 hours. Use of the tool also reduced the number of issue escalations back to the client and contributed to the following customer service successes:

• 14% improvement in customer satisfaction
• 16% improvement in first call resolution
• 30% reduction in average call length

"Convergys has clearly raised the bar for the entire technology service and support industry by successfully leveraging innovative technologies that deliver documented business impacts," said John Ragsdale, vice president of technology research for AFSMI, SSPA, and TPSA.

“The Recognized Innovator award acknowledges that Convergys is a leader in providing the most innovative and highest quality customer and technical support for top technology companies around the world,” said Jim Boyce, Convergys President, Global Business Units. “Convergys looks forward to continuing to work closely with the AFSMI, SSPA and TPSA, providing success to our clients through relationship management and advancing the service and support industry through continued innovation.”

More information on Technology Services World and the Fall 2009 Recognized Innovators is available at www.technologyservicesworld.com.

About Convergys

Convergys Corporation (NYSE: CVG - News) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

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