Article

Convergys Launches Convergys CRM 2.0 for Communications and Utilities Customer Management and Billing Processes

by Linda Rosencrance
Contributing Writer, MSDW

Convergys Corp. has launched Convergys CRM 2.0, powered by Microsoft Dynamics CRM 2011 and designed to help communication and utilities providers improve their billing processes, customer service, and time-to-market for new revenue-generating services.

Convergys CRM 2.0 enhances the Dynamics CRM platform by adding Convergys shopping and ordering, customer management, and account management, which is pre-configured and dedicated to telecommunications, cable, broadband, satellite and utilities businesses. Convergys CRM can also be integrated with billing information to improve customer service.

"With this latest release of Convergys CRM, providers can address the immediate nature of new services and products, while proactively and seamlessly serving customers at every touch point," said Bob Lento, President, Convergys Smart Revenue Solutions, in a statement.

In February 2010, Convergys and other partners announced strategic relationships with Microsoft to deliver comprehensive, pre-integrated solutions to help telcos transform their businesses.

Convergys CRM offers telcos:

  • A consolidated view for customer service representatives to view all key customer details, including products, services, billing information, interactions, equipment and other important activities;
  • The ability to seamlessly move customers between support channels and segments, including the ability to view available services and products based on service location;
  • Improved customer service.
Last week, communications giant Ericsson launched Telecom CRM, an integrated billing and customer relationship management product for the telecom industry based on Microsoft Dynamics CRM 2011. The product is designed to help operators deliver superior customer service as well as help telecoms operate more efficiently and cut costs.
CRM 2011 Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Marketing Sales Sales & Marketing Telecommunications
About Linda Rosencrance

Linda Rosencrance is a freelance writer/editor in the Boston area. Rosencrance has over 25 years experience as an reporter/investigative reporter, writing for many newspapers in the metropolitan Boston area. Rosencrance has been writing about information technology for the past 16 years.

She has covered a variety of IT subjects, including Microsoft Dynamics, mobile security issues such as data loss prevention, network management, secure mobile app development, privacy, cloud computing, BI, big data, analytics, HR, CRM, ERP, and enterprise IT.

Rosencrance is the author of six true crime books for Kensington Publishing Corp.

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