Convergys Releases Convergys CRM Powered by Microsoft Dynamics CRM 2011

Convergys today announced the worldwide availability of Convergys CRM powered by Microsoft Dynamics CRM 2011, which will help communications and utility service providers deliver proactive customer-centric service and marketing, as well as powerful sales management.

"Communications and utility service providers are struggling to address the complexity and immediacy inherent in today's new services, products, and customer service. They need to implement systems that support real-time rating, billing, and charging as well as a superior, seamless, and comprehensive next-generation customer care experience," said Bob Lento, president of information management at Convergys. "With Convergys CRM, service providers now have an enterprise CRM solution that manages sales, marketing, and service and optimizes the entire customer experience across all touch points and helps transform service into sales."

To assist service providers with their business challenges, Convergys and Microsoft announced a strategic partnership in February 2010 to deliver a comprehensive, pre-integrated solution that would improve billing processes, customer service, and time-to-market for new revenue-generating services.

"Microsoft Dynamics CRM 2011 delivers a powerful and flexible foundation for partners to build innovative CRM solutions," said Brad Wilson, general manager of Microsoft Dynamics CRM product management. "The new Convergys CRM solution is an example of a partner taking advantage of the familiar, intelligent, and connected experiences that Microsoft Dynamics CRM provides to meet the critical business needs of communications and utilities customers.

Convergys CRM provides a 360-degree view of the customer so agents can resolve issues quickly and reduce handling times with advanced customer service tools.  Using powerful sales management tools, Convergys CRM streamlines and automates a service provider's business process to help deliver a shorter sales cycle and higher close rates, all combined with shopping and order capture processes to drive consistent success across all sales and service channels.

"Over the last few years, Microsoft has established itself as a leader in the CRM market and has developed a solid CRM offering that can address user requirements across many industries," said Larry Goldman, partner and head of telecom software research at Analysys Mason. "The partnership between Convergys and Microsoft builds on that success and delivers a telecom industry-specific CRM that gives communications service providers a new option. It provides a middle ground between the complex CRM systems that require extensive customization effort and rudimentary CRM systems that don't fully meet communications industry needs."