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Convergys solution to help energy retailers improve customer service

Veronica C. Silva | March 21, 2012
Solution can be installed using different service models.

After addressing the needs of the telecommunications industry, Convergys has now turned on the competitive energy sector for its latest customer care solution.

Convergys recently announced the availability of the Smart Retail Energy Solution for billing and customer care. Aimed at the gas and electricity retailers, the solution can be deployed either through licensing, managed services, or through private cloud implementation.

Convergys said the solution can help energy retailers cut cost while improving productivity as it helps eliminate redundancies in delivery customer services. These benefits are important for the energy sector which has recently been challenged by increased competition and thinning margins.

"With deep experience developing solutions for competitive markets, Convergys technology is a perfect fit for the retail energy market," said Bob Lento, president, Convergys Smart Revenue Solutions. "The Convergys Smart Retail Energy Solution provides an ideal combination of business agility, time-to-market, and scalable capacity capable of supporting retail energy businesses as they compete, expand and grow."

Customer programmes

The Convergys billing and customer care solution allows energy retailers to offer products and services that are specific to the customer profiles they have in their database. These offers can be launched across channels, including the social media.

The solution can also help energy companies appease complaining customers through call containment strategies and improved customer front-end services. It can also help companies win back former customers through intelligent loyalty programmes.

"The solution is especially designed to support retail energy providers in various stages of maturity," according to Eran Ofir, general manager for global utilities, Convergys Smart Revenue Solutions. "The solution minimises upfront investment, business risk and impact to existing systems via a modular deployment that enables retail energy providers to solve today's challenges and evolve to meet those of tomorrow."

Aside from the telecommunications and energy sectors, Convergys also has Smart Revenue Solutions for other utility firms such as those in cable, satellite, and broadband markets.


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