PR - Convergys Expands Deal with Cox Communications

Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced this week a multi-year contract renewal that will provide Cox Communications, Inc. with expanded relationship management functionality to streamline order entry workflows, provide intelligent customer alerts, and manage campaigns in its markets. With over six-million customers, Cox is the United States’ third-largest cable operator and is noted for its high capacity, reliable, broadband delivery network and superior customer care.

This new software functionality delivered to Cox is based on Convergys’ Customer Service Manager and Dynamic Decisioning solutions. The Convergys Customer Service Manager solution provides agents with a simple, consolidated view of the customer’s service history, payment history, and collections information brought quickly to the their desktops using fewer screens and systems than is typical today.

The Convergys Dynamic Decisioning Solution is a rules-based software engine that assists customer service agents in providing consistent and proactive care by enabling centralized policy creation and management as well as automated and real-time policy enforcement across all contact channels. Initially, Cox will leverage this solution for the delivery of customer alerts.

"Cox takes great pride in delivering superior customer service. Convergys and its relationship management solutions have been a big part of that since 1996,” said Scott Hatfield, Cox Senior Vice President and Chief Information Officer. “Convergys’ new software solutions and customer management capabilities will help us improve our response time with accurate and actionable information that will enhance the customer experience."

“Convergys’ unique experience with developing relationship management solutions that complement our billing solutions – like ICOMS for cable operators – was instrumental in developing this software for Cox,” said Rick Baca, Convergys Vice President, Cable Program Management. “Our solution will enable Cox to quickly and cost-efficiently advance its award winning customer service to a higher level of responsive and satisfying care for millions of subscribers.”

Convergys will also continue to provide exclusive customer care and billing capabilities using its state-of-the-art billing software to service Cox’s residential and commercial video, voice, and data customers.