Wachovia Selects Convergys to Provide Automated Customer Care Services

CINCINNATI - Wachovia Corporation signed a multi-year contract for Convergys to provide a wide range of professional services and automated customer care capabilities. 

Convergys will provide services through its open hosting environment - a model of outsourced customer care automation and managed services, which allows clients to create or modify interactive voice response (IVR) applications from a remote location. 

Wachovia's current premises-based IVR and advanced speech recognition (ASR) applications will migrate to the Convergys SpeechPort [r] platform, thereby allowing Wachovia to focus on its core business.

"Wachovia is a leader in customer satisfaction and loyalty in the highly competitive financial services industry, and our customers expect us to deliver convenient and fast service 24 hours a day, every day," said Steve Boehm, general manager of Wachovia Contact Centers.  "The advanced automated speech recognition program Convergys has developed takes us to the next level in offering our customers the best service possible. Convergys is a proven industry leader, and we are looking forward to working with them to create an even better experience for our customers."