Convergys Cross-sell/Upsell Solution

The Convergys Cross-sell/Upsell Solution allows enterprises to turn their customer care centers into profit centers. Each customer interaction is an opportunity to turn service into revenue, and Convergys delivers on the promise with the Convergys Cross-sell/Upsell Solution enabled by our award winning real-time decisioning engine. In this example we show how an agent can be guided by desktop scripting to make simple yet effective cross-sell offers that are automatically recommended by the Convergys Solution based on customer characteristics and historical purchasing patterns.

With the Convergys Cross-sell/Upsell Solution, you can:

 Turn your contact center into a profit center -- Each inbound care call is a precious opportunity to impress your customer with outstanding service but also to offer the customer other products or services that might be of interest
 Match offers to customer needs -- Statistical analysis of historical purchases drives the real-time decision models that are used to determine the highest likelihood offer to make
 Give agent the option of making the cross-sell -- Agent determines whether to make the cross-sell/upsell based upon tenor of conversation
 Prompt agents with script to use in making cross-sell -- Cross-sell/upsell script appears on agent desktop to enable the sale
 Automatically prompt agent with disclosures -- After customer agreement, prompt agent with legal disclosures to be read to customer

Category:

Science & Technology

Tags:

• cross-sell
• upsell
• revenue
• agents
• decisioning
• engine
• interaction
• solution
• intelligence
• real-time
• rules
• policies
• events