One of Fortune’s Top 10 food and drug companies with thousands of locations reportedly has signed a contract for Convergys’ customer management solutions.

 

Convergys (News - Alert) officials said that the client will use the company’s expertise to drive its corporate wide objectives of redefining the customer experience and enhancing customer satisfaction when customers visit the store or call its customer service line. Company officials said that as part of its customer-focused strategy, this client wants its in-store associates available to consult with customers.

 

“Convergys research strongly shows that customer satisfaction is a key driver of customer loyalty, which, in turn, has a positive and significant impact on revenue growth,” said Jim Boyce, president, global business units for Convergys, in a statement.

Boyce said that Convergys will leverage its experience in the retail and healthcare industries, providing qualified agents who understand the client’s customer service strategy, to support improvements in customer satisfaction that will help the client stand out from its competitors and continue growing.

 

According to the company officials, as part of its customer-focused strategy, this client wants its in-store associates available to consult with customers.

 

According to company officials, the client asked Convergys to screen and centralize incoming calls, routing them to Convergys’ highly trained and specially qualified contact center agents first. Convergys agents will immediately address each caller’s requests and general questions, and, if required, speed calls to the in-store specialists.

 

This leaves the specialists free to engage and consult with customers.  TMCnet earlier this month reported that Utah’s Department of Transportation, or “UDOT,” has renewed its contract for Convergys’ On-Demand Speech Self Service solution for 10 additional years.

 

In July 2000, the Federal Communications Commission assigned the telephone number 511 for nationwide access to traveler information services. Utah was one of the early adopter states in implementing a 511 service for traveler information, and was the first state to deploy a voice-activated 511 system.

 

Convergys officials said that UDOT has worked together with the company since 2004. In that time, the company has made a number of key enhancements to Utah’s 511 system, including providing additional traffic and weather information and streamlining the call flow for callers navigating through the 511 system.

 

As part of the contract, Convergys will continue to provide network voice hosting services and support of UDOT's 511 traveler information telephone service on its On-Demand Speech Self Service solution from Convergys. 

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