Convergys Forms Alliance with MicroAutomation

Convergys has formed a new, non-exclusive alliance with MicroAutomation, a provider of call center solutions that focus on enhancing the caller experience. 

MicroAutomation’s clients are customer-intensive entities, including government and emergency response call centers and companies in the healthcare, utilities, financial, retail, and hospitality industries. MicroAutomation will offer its clients Convergys’ full suite of technology-based Customer Solutions, including: 

• Intelligent Self-Service Solution, which is an integration of Intervoice Voice Portal (IVP) and Convergys’ Dynamic Decisioning Solution. The integration of these two offerings takes advantage of the power of speech and Web-based standards, along with enterprise-wide policy management. 
• The platform-independent On-Demand Voice Authentication solution, which authenticates agent-assisted and self-service IVR, Web and mobile device transactions more securely than traditional ID plus PIN authentication. 
• Convergys’ flexible Hosted Self-Service Solutions, that optimize the customer experience while helping to reduce operations cost. 

“Convergys’ portfolio of technology-based customer solutions gives MicroAutomation a broader breadth of solutions to offer its clients,” said Pat Mustico, director of sales at MicroAutomation, in a statement. “We welcome this strategic alliance with Convergys, an established leader in relationship management.” 

“MicroAutomation has a long history of serving the government and key industry verticals with vital contact center solutions,” said Mike Betzer, president of relationship technology management at Convergys, in a statement. “This alliance presents Convergys with the opportunity to further showcase our technology solutions and services to an impressive client roster working in customer-intensive industries.”