Convergys eService Solution

Convergys eService Solution is a Web self-service and multichannel knowledge management solution that complements your Website and agent desktops to deliver a seamless self-service to live agent customer experience. The on-demand Convergys eService Solution contains robust Web self-service capabilities that address customers' increasing desire to find answers online prior to initiating agent contact. When live agent
interaction is required, the Convergys eService Solution provides agent desktop tools such as email, chat and co-browse, which are all linked with a self-learning knowledge foundation to provide the optimal solutions.

Convergys eService Solution offers you:

Agent Knowledge Base: Agents access the knowledge base within a Web browser or your existing CRM/case management system for fast, accurate, efficient and relevant
service delivery.

Incident Management: Handle and track interactions with a customer within a single customer record regardless of channel. Capture, track, assign, and manage customer
service inquiries from initial contact through resolution.

Email Response Management: Efficiently manage emails with rules-driven auto-assignment, auto-acknowledge, auto-response, and auto-suggest.

Chat: Exchange instant messages with a live agent including proactive chat. Present a chat invitation proactively and automatically to engage the customer through support
question, product selection, or order transaction.

Co-Browse: Enable an online visitor to share his or her browser, or another application, while engaging in live chat or over the phone with a contact center agent. A powerful tool for resolving complex customer problems where phone support or live chat alone is not enough.

Agent Scripting: Step agents through pages defined by business rules/processes. Scripts can include questions and branching logic to guide staff members to different pages based on the information entered or actions taken on a previous page.

Guided Assistance: Improve resolution rates with complex troubleshooting scenarios. Provide answer consistency across your agent pool.

Dynamic Decisioning: Adaptive decisioning guides agents through simultaneous service, sales and retention actions based on real-time enterprise customer and event data.

Category:

Science & Technology

Tags:

• Convergys
• eService
• solution
• knowledgebase
• knowledge
• chat
• co-browse
• agent
• scripting
• incident
• guided
• web
• desktop