Brasil Telecom S.A., a telecommunications company located in South America, has signed a one-year agreement with Convergys Corporation for the Dynamic Decisioning Solution.

 

Serving 4.5 million mobile subscribers, Brasil Telecom (News - Alert) has more than 8 million fixed lines in service and the second-largest broadband access base in Latin America (over 1.6 million). The company is a major player in converged fixed-mobile solutions as well as a full-service telecommunications operator with a voice, data, Internet, and managed services product portfolio for residential, enterprise, commercial, and government customers.

 

Brasil Telecom, which selected and piloted Convergys (News - Alert) Dynamic Decisioning within four weeks, has witnessed a whopping 50 percent increase in cross-sell and up-sell acceptance rates from its customers.

 

With a fully deployed Dynamic Decisioning implementation, the company plans to proactively push timely offerings to contact center agents while the agents are on the phone with customers. This will help eliminate trial and error work on behalf of contact center agents and lower associated contact center costs.

 

”The relationship management experts at Convergys brought us new and innovative ideas on how we could transform our contact center operations to drive revenues and at the same time improve our customers' satisfaction. This ‘one-to-one’ selling approach allowed us to offer the best package for each customer's needs,” said Dalton Hayakawa, marketing director Brasil Telecom, in a statement.

 

“This agreement is one more milestone marking our successful, long-term partnership with Convergys,” he added.

 

Convergys Dynamic Decisioning is a key component of Convergys’ Multichannel Automation Solutions portfolio. It identifies the specific customer’s needs, makes real-time decisions, and provides actionable multi-channel responses focused on increasing revenue, decreasing costs, and reducing churn.

 

“This agreement offers further proof that Convergys’ Dynamic Decisioning Solution provides the impactful results that our clients are looking for,” said Jean-Hervé Jenn, president, International Convergys.

 

Convergys Corporation is a global player in relationship management. The company provides solutions that drive more value from the relationships the clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for its clients.

 

Jenn claimed that Convergys’ Relationship Management vision helps the company’s clients lower operating costs, increase revenue, and deliver to their customers an unprecedented level of customized service.