Press Room
Brasil Telecom Signs Contract for Convergys' Dynamic Decisioning Solution
(Cincinnati and Brasília; November 17, 2008) - - Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that Brasil Telecom S.A. (NYSE: BTM), one of the largest telecommunications companies in South America, has signed a one-year agreement for Convergys’ Dynamic Decisioning Solution.
Brasil Telecom is a leader in converged fixed-mobile solutions as well as a full-service telecommunications operator that has a rich voice, data, Internet, and managed services product portfolio for residential, enterprise, commercial, and government customers. Brasil Telecom has more than 8 million fixed lines in service and the second-largest broadband access base in Latin America (over 1.6 million). It has 4.5 million mobile subscribers.
Brasil Telecom was seeking a solution that could drive revenue growth through customized customer offerings made in real-time by its contact center agents for its wireless customer base. Brasil Telecom selected and piloted Convergys Dynamic Decisioning and within four weeks, witnessed a dramatic 50 percent increase in cross-sell and up-sell acceptance rates from its customers. With a fully deployed Dynamic Decisioning implementation, Brasil Telecom will be able to proactively push timely offerings to contact center agents while the agents are on the phone with customers, thus eliminating trial and error work on behalf of the contact center agents and lowering 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 Brasil Telecom Marketing Director Dalton Hayakawa. “This agreement is one more milestone marking our successful, long-term partnership with Convergys.”
“This agreement offers further proof that Convergys’ Dynamic Decisioning Solution provides the impactful results that our clients are looking for,” said Jean-Hervé Jenn, Convergys President, International. “Convergys’ Relationship Management vision helps our clients lower operating costs, increase revenue, and deliver to their customers an unprecedented level of customized service.”
Brasil Telecom has used Convergys’ Infinys [R] convergent BSS software since 2002. Today, Infinys supports Brasil Telecom’s wireless, wireline, data, and Internet service customers.
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.
About Brasil Telecom
Brasil Telecom is
the first super carrier in Brazil to supply, in an integrated way, all
market’s demands with convergent solutions in fixed and mobile
telephone services, voice and data transmission, national and
international long distance services, data center services, as well as
Internet access (broadband and dial-up). In 2007, Brasil Telecom was
the pioneer company in the telecommunications industry – and the second
in Latin America - to launch the IPTV service that allows customers to
watch audiovisual content, to access web sites, and to play games
on-line.
The company provides local wireline and mobile
telephone services in the Federal District and in the Brazilian states
of Acre, Rondonia, Tocantins, Mato Grosso, Mato Grosso do Sul, Goias,
Parana, Santa Catarina, and Rio Grande do Sul, as well as national and
international long distance services all over the country. With its
headquarters in Brasília ( Brazilian capital), the company counts 8
million fixed lines in service, 5 million mobile accesses, 280 thousand
public phones, and 1,7 million broadband accesses.
Brasil Telecom Submarine Cables ("Globenet") have 22 thousand
kilometers of submarine cables linking Brasil with South America,
Bermuda, and North America. The subsidiary “Brasil Telecom
Communications Multimedia” serves, among others, three major cities in
the country outside the region of concession: São Paulo, Rio de
Janeiro, and Belo Horizonte, mainly in the corporate and business
markets. Both companies offer national and international convergent
solutions, including Cyber Data Center.
About Convergys
Convergys
Corporation (NYSE: CVG) is a global leader in relationship management.
We provide solutions that drive more value from the relationships our
clients have with their customers and employees. Convergys turns these
everyday interactions into a source of profit and strategic advantage
for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for seven consecutive years. We have approximately 75,000 employees in 84 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
Contacts
Business and Financial Media - John Pratt
+1 513 723 3333 or john.pratt@convergys.com
Trade Media - Jeff Hazel
+1 513 723 7153 or jeff.hazel@convergys.com
Want to find out more? Please contact:
Convergys Corporate Communications
+1 888 284 9900 +1 513 723 7000