Expects to enhance its customer care and relationship management services
Rodale, a global media company, has signed a contract with Convergys for its portfolio of customer care and relationship management services.
With Convergys, Rodale expects to leverage a strong portfolio of intelligent contact center services and live agent customer care operations to optimize every customer interaction. These combined services will reportedly enable Rodale to deliver an enhanced customer experience allowing customers to choose their channel of communication.
Rodale is expected to offer a 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 transfer to knowledgeable live agents.
In addition to technology and live agent services, convergys professional services organization helps to create a strategy that drives a customer centric design and deployment model for the solution, including ongoing tuning and optimization services to ensure optimal performance and efficiencies.
Jim Boyce, president of global business units at Convergys, said: Consumers today are increasingly demanding customer service solutions that empower them to either serve themselves or be served by a live agent. 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.