SoundBite Communications (News - Alert), a provider of cloud-based, on-demand, multi-channel proactive customer communications solutions, announced it will host a webinar featuring David Lopes, director of Technology and Business Development in EMEA from Convergys (News - Alert).

Jay Rielly, vice president of Global Services; and Frank Sherlock, Global Business Development Director from SoundBite Communications, will also attend the webinar on December 7.

Discussion topics include the growth of proactive communications and how changes in the communications landscape have forced organizations to revisit their contact center strategies.

The speakers will also provide data from Convergys’ 2011 UK Scorecard and share five steps to build a better relationship with customers through the use of multi-channel communications and a cloud-based delivery model.

According to 61 percent of consumers, their experience has not improved over the past year, and another 14 percent said it has declined, according to Convergys’ 2011 UK Customer Scorecard.

The Convergys score card suggests that in order to become competitive and meet customer satisfaction, companies need to transform their contact centers into interaction centers. Their focus should be on proactive customer communications.

This new strategy will blend inbound and outbound communications into one seamless customer interaction using the consumer’s preferred communications channels and enable businesses to build stronger, more profitable relationships.

The discussion is happening at a time when the inbound contact center model is evolving as today’s consumers want access to more self-service options and expect that customer service models will align with their busy schedules. Organizations need to develop more efficient and effective ways to interact with these busy, multi-channel communicating consumers, according to a press statement.

Recently, Convergys announced its partnership with PlugSmart to provide real-time rating, billing and data management support for electric vehicle charging stations. This partnership pairs Plug Smart's patent-pending charging station technology, Zephyr, with Convergys' Smart Revenue Solutions to bill for electric vehicle charging.