PR - Convergys Wins Speech Technology Award for Consulting Services

Cincinnati-based Convergys Corp. (NYSE:CVG), a global leader in customer care, human resources, and billing services, announced today it has received the Market Leader Award from Speech Technology Magazine. The Market Leader Award specifically recognizes Convergys as a leader in the consulting services category, notably for its work with the United States Postal Services (USPS). 

Convergys has implemented several important call automation enhancements for USPS, including speech recognition and tuning, to increase the number of calls resolved through automated applications. These changes have resulted in a 30 percent increase in call containment rates, and the system handles over 60 million calls annually. One specific internal speech application created more than $10 million in annual savings and cut misdirected calls from 21,000 to four or less per month.

“We are honored that our speech solutions and our consulting expertise were recognized by Speech Technology Magazine,” said Andrea Ayers, Convergys Business Unit President. “Speech automation is a key component of our overall customer management solution portfolio that optimizes our clients’ customer and employee relationships.”

“Convergys’ work with the USPS demonstrates Convergys’ commitment to delivering solutions that drive customer value,” said Daniel Hong, Lead Analyst, Datamonitor’s Customer Interaction Technologies.

Speech Technology Magazine’s Market Leader Award honors companies that have led the industry over the past twelve months in specific categories based on polls conducted with leading industry analysts and consultants.

“Only the most dedicated individuals and innovative products and implementations are recognized each year at our SpeechTEK conference,” said David Myron, the magazine’s editor-in-chief. “Expectations are very high and the industry only recognizes those accomplishments that truly stand out.” 

Convergys combines a legacy of contact center and speech recognition expertise with a thorough understanding of how to apply automation to meet the demands of a business and improve its customer experience. Convergys speech portfolio supports deployments of on-premise, managed service, or hosted solutions, from an initial assessment through application deployment, all delivered by the industry’s most experienced team.