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Convergys Raises the Bar on Improving Customer Experience with New Customer Service Manager 5.0 for Communications Service Providers - Available Now


Convergys Corporation (NYSE: CVG), a global leader in relationship management, today announced the immediate availability of a new version of Customer Service Manager 5.0 within its BSS/OSS solution portfolio. Customer Service Manager 5.0 adds significant capabilities over previous releases for next generation subscriber, order, and customer management designed specifically for communications service providers. Given the combination of communications-specific focus and broad functionality, it delivers a new face to the front office in the Convergys BSS/OSS portfolio, helping communications service providers improve customer satisfaction and remove costs while driving and leveraging revenue opportunities.

“The fact that Customer Service Manager was built to service the needs of the communications market specifically has meant bringing new offers to market faster,” said Liaoning Netcom, the largest fixed-network carrier in Northeast China. “That’s enabled us to generate revenue from new products and services more quickly, driving profitability.”

Customer Service Manager 5.0 delivers a broad customer service footprint including customer and account management, shopping, end-to-end order orchestration, campaign and trouble management, workforce scheduling, and web self-service. Built specifically for communications service providers, Customer Service Manager 5.0 delivers critical features to assist in the rapid, cost-effective development and deployment of new and advanced services:

-- Its strength in communications is evidenced through the more than 50 pre-built service types for a variety of voice, video, data, and content services including broadband and ADSL, cable, satellite, VoIP, SMS, Video-On-Demand, GPRS, and MMS

-- A flexible, low TCO environment for creation, configuration, and customization of the customer and associated products through modular design and flexible, easy-to-use service creation tools

-- Industry-first order orchestration functionality that provides a GUI-driven workflow tool and integrated capabilities to seamlessly shuttle an order through the order process, from shopping and order configuration to order decomposition and customer care, eliminating costly and time-consuming order fallout

-- Versatile integration capabilities to the back office: Customer Service Manager 5.0 integrates easily with multiple third party rating and billing systems, and has deployments in production today that exemplify this integration. In addition, there is pre-built integration to Infinys [R] Rating and Billing Manager to drive down time and cost to deploy.

“With this release, Convergys extends its leadership in delivering BSS/OSS and customer interaction solutions that drive value to the service provider community. Customer Service Manager 5.0 is a result of direct input from clients, deep BSS/OSS background, the technical capabilities we acquired from BMI Asia, and our unique human factors expertise,” said Bob Lento, president of Information Management at Convergys. “This release reflects our continued commitment to deliver industry leading front office and back office solutions that drive strong customer relationships for our clients.”

“To remain competitive, communications service providers are faced with the challenge of delivering more complex and diverse services, but at the same time reducing costs. To deliver on this challenge, it is critical to manage the entire ordering process from first contact through fulfillment,” said Sheryl Kingstone, Director of Research Enterprise/Apps and Mobility for the Yankee Group.

Customer Service Manager 5.0 continues the momentum Convergys has initiated to build out a strong, diverse, well-positioned BSS/OSS footprint to address the critical issues that face communications service providers today. It joins Convergys’ Enterprise Product Management, Field Service Management, and Dynamic Decisioning Solutions to drive cross-sell/upsell opportunities and agent effectiveness specifically designed for communications service providers. Customer Service Manager 5.0 leverages and extends our breadth and depth of expertise and experience brought about by operating 85 contact centers, providing customer service and BSS/OSS solutions, and operating them on behalf of our clients.


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