IVR

Helping the communications industry to improve the efficiency of its employees, Convergys Corporation has unveiled its advanced workforce optimization products and services.

 

According to the company, this new products improve Convergys’ (News - Alert) end-to-end BSS/OSS portfolio.

 

By opting for workforce optimization, a company looks to employ various software tools to automate routine business tasks and human resource functions. Apart from helping the employees to be more productive, the workforce optimization products also help companies to save time and labor cost. Output optimization is also expected as all aspects of a process are merged into a seamless, integrated online operation.

 

With Convergys Field Service Manager, companies can proactively manage their field service technicians and operations, says Convergys. Dispatchers can also maximize accuracy, reduce errors, and successfully manage a greater number of resources in the field as the product brings improved dispatcher efficiency and intuitive user interfaces.

 

“Service providers are increasingly challenged to deliver superior experience to their customers, Convergys’ new field service management capabilities will enable our clients to be more proactive in field resource planning, driving ROI from business critical solutions as a result,” said Bob Lento, president of Information Management at Convergys. “Adding Field Service Manager to our BSS/OSS solution footprint allows us to drive higher customer satisfaction.”

 

To predict service demand, Convergys uses actual historical service provider cost and resource data. Service providers can maximize the value throughout the enterprise as they can now effectively plan, schedule, and perform service delivery.

 

Field Service Manager includes Appointment Manager that provides intelligent appointment scheduling. It also contains Field Service Optimizer which helps the service providers predict the value of multiple field service management scenarios via daily and multi-day planning. Other features such as Field Service Dispatch and Field Service Mobile are also available.

 

Recently, the company announced improvements to its Real-Time Convergent Charging product in an effort to improve scalability, reliability, and speed-to-market for communications service providers in their delivery of real-time services. It’s currently deployed in a number of service providers throughout the world. The enhanced version has pre-integrated network control capability, supports 3GPP standard network interfaces such as WIN, CAMEL, and DIAMETER.

 

As TMCnet recently reported, Convergys Corporation announced in March enhancements to its Real-Time Convergent Charging product in an effort to improve scalability, reliability, and speed-to-market for communications service providers in their delivery of real-time services.