Convergys updates service management offerings

Call centre customer service has come in for heavy criticism in recent years

Customer relationship management software provider Convergys has launched a new product which it claims will help call centre agents deliver more satisfactory customer service.

Call centre customer service has often been the subject of criticism. The National Outsourcing Association conducted a survey of 1,000 UK consumers and found that 75 per cent were opposed to outsourced call centres, mainly because they had experienced poor service.

Customer Service Manager (CSM) 5.0 from Convergys will allow one agent to manage all a customer's queries and requirements end-to-end, claimed the firm.

"This release reflects our continued commitment to deliver industry leading front-office and back-office solutions that drive strong customer relationships to our clients," said Bob Lento, Convergys president of information management.

The new offering holds a workflow tool that will guide agents through the steps of providing all areas of customer service. Convergys said this can be customised though service creation tools.

The tool will be used to front the firm's business support system and operational support system products and services.

"CSM provides subscriber, order and customer management, shopping, end-to-end order orchestration, campaign and trouble management, field service and web self-service," said Convergys.

CSM 5.0 is a J2EE/Java based application, and is supported on AIX, HPUX, Sun Solaris and Linux operating systems.

BEA WebLogic and IBM WebSphere are the supported application and web servers, and Oracle and DB2 are the supported database servers.