CONVERGYS AND NEUROMEDIA TEAM-UP TO MARKET NATURAL LANGUAGE WEB SALES AND SUPPORT SOLUTIONS
Virtual Representative Software extends Convergys' Leadership in Web-based Care Capabilities
Cincinnati, OH and San Francisco, CA - 2000-04-17 - Convergys Corporation, the global leader in providing outsourced, integrated, billing and customer care services, and Neuromedia, a first-mover in automated natural-language sales and customer service solutions for the Web, announced today that they have entered into an alliance jointly to market and implement Neuromedia's virtual sales and customer service representative (vRep™) software to customers worldwide.
vReps are automated online personalities built around specific knowledge bases that interact with customers the way they are used to communicating with sales and service representatives in the physical world - via real-time natural language dialog.
Convergys will use Neuromedia's vRep software as part of a comprehensive, best-of-breed solution to help give its eCRM clients a competitive advantage in their markets. vReps can decrease customer contact center costs by reducing the need for human intervention, and increase online sales by addressing user needs in real-time during the shopping process. In addition, vReps allow innovative companies to extend their brand personalities onto the Web to enhance a site's repeat usage by proactively engaging online customers in a fun, informative way.
"Companies not only need to expand their customer service channels to include multiple methods of online support, but they must also preemptively deliver value by anticipating and supporting customer needs before customers are forced to call or email the contact center," said Robert Mirani, director of CRM Strategies at the Yankee Group. "The alliance between Convergys and Neuromedia represents the opportunity for Convergys to deliver more complete customer service through the integration of high-volume contact centers with automated, interactive service on the Web.
"The combination of this advanced technology along with our other web-based self-care applications extends our leadership in customer service and management solutions for the global Internet economy," said Dave Dougherty, president of Convergys Customer Management Group. "Convergys' investment in - and alliance with - Neuromedia underscores our confidence in this exciting technology that will help our clients enhance their customer relationships and grow their businesses."
"Neuromedia's strategy leverages technology and innovation to provide customer service and eCommerce Web sites with the tools to get, keep, and grow customers," said Walter Tackett, Neuromedia CEO and co-founder. "The alliance with Convergys validates the market's need for web-based natural language customer service, and enables us to provide a best-of-breed solution to a wide range of enterprise customers."
About Neuromedia
Founded in 1996, Neuromedia, Inc. is the leading provider of scalable Internet solutions that enable the creation and deployment of Virtual Representatives (vReps). vReps are virtual online sales and customer service representatives that dynamically interact with customers via two-way natural language dialog. vRep benefits include higher success rates for e-commerce transactions, reduced call-center volumes, and a higher level of overall Web customer satisfaction. Leading customers of Neuromedia's vRep solutions include Avenew, Axcess.com, Bigstep.com, Convergys, One 2 One, Procter & Gamble, reflect.com, GlaxoSmithKline and Track Data. Neuromedia is a privately held corporation based in San Francisco, CA. For more information, visit www.neuromedia.com.
About Convergys
Convergys Corporation (NYSE: CVG) is the global leader in providing outsourced, integrated, customer care and billing services, bringing together world-class resources and expertise to help clients transform customer relationships into a competitive advantage. Convergys software produces more than one million bills each day, and Convergys call centers handle more than one million calls each day. Convergys (SM) provides customer care, billing and employee care services to the top companies in a wide range of industries, including communications, Internet, cable and broadband, technology, consumer products, financial services, utilities, healthcare and hospitality. Headquartered in Cincinnati, Ohio, Convergys employs over 42,500 people in its 38 call centers and in its data centers and other offices in the United States, Canada, and Europe. Convergys is on the Internet at www.convergys.com.
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