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CONVERGYS thought leadership speaker series: Disconnects between what customers expect from the customer experience and what mobile operators provide shed light on where to shift operating expenses. Now what?


Cincinnati and Mobile World Congress, Barcelona.- At the Mobile World Congress in Barcelona this week, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shares its insights on where mobile operators can get the biggest bang for their buck when it comes to the customer experience and to driving revenue from new content services. Conference attendees can visit Convergys at stand B70 in Hall 8 on The Avenue at the Fira de Barcelona over the four-day conference and hear Convergys share its insights at a panel discussion on February 19.

Speaking on “Addressing the Customer Experience: What Investments Make Sense in the Current Financial Climate,” Convergys’ Alastair Hanlon will discuss recent Convergys research that shows what customers want in the customer experience and how better customer service can drive mobile content success. Hanlon is Director of Industry Solutions for Convergys in the European, Middle Eastern, and African markets.

According to Hanlon, two Convergys research studies reveal that the top priorities for customers are knowledgeable customer service agents, resolution of their inquiry on the first contact, quick access to information, and an experience that treats them like a valued customer. These were not what mobile operator respondents thought were the top priorities of their customers. The research also shows that almost half of UK mobile users (47 percent) don’t understand what mobile broadband can offer them. According to survey respondents, improved customer service would help them spend money on content for their phones by providing better advice on what’s available (voiced by 38 percent of those surveyed) and explaining special offers (39 percent).

The data shows that mobile operators have a great opportunity to realign their operating expenses to deliver the customer service that customers want and to drive revenue from mobile content through better customer service.

At the Convergys booth, the company will be demonstrating how its broad portfolio of solutions – from complex charging and rating solutions through to next generation customer care capabilities – enables operators to profitably provision content services and realign their customer management and support infrastructures to deliver better customer service. This will be the first year at the conference for Convergys to showcase solutions from its Intervoice acquisition, including network technologies and mobile-specific messaging to enhance call center efficiencies and the customer experience.

To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director, Jeff Hazel at +1 513 723 7153 or


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