Nearshore Americas

Sonda and Convergys Link Up to Provide New Services to Customers

Convergys Corp., which specializes in relationship management, announced that it has formed a new, non-exclusive alliance with Sonda, an IT services provider in Latin America, to offer Convergys’ full suite of technology-based Self-Service and Assisted Service Solutions in the Mexican marketplace.

Sonda employs over 8,000 IT professionals in Latin America and works with a diversified client base including companies in the banking, telecommunications, and insurance industries to drive down costs while improving customer loyalty.

Sonda will offer its clients in Mexico the following Convergys solutions:

-Convergys Intelligent Self-Service Solution, which is an integration of Convergys Intervoice [R] Voice Portal (IVP) and Convergys’ Dynamic Decisioning Solution. The integration of these two offerings takes advantage of the power of speech and Web-based standards, along with enterprise-wide policy management to enable contact centers to provide a more personalized and relevant experience for their customers, while helping to reduce costs and increase revenue opportunities.

-The platform-independent Convergys On-Demand Voice Authentication solution, which authenticates agent-assisted and self-service IVR, web and mobile device transactions more securely than traditional ID plus PIN authentication.

-Convergys’ flexible Hosted Self-Service Solutions that optimize the customer experience while reducing operations cost.

-Convergys Intelligent Contact Routing Solution, which is an integration of the Intervoice IP Contact Center and Convergys Dynamic Decisioning Solution to create a next-generation system for seamlessly and intelligently routing customer contacts by phone, email, fax or the Web.

“Our alliance with Convergys enables Sonda to bring vital, new customer-focused business solutions to our client base, which includes the top 100 companies in Mexico,” said Guido Camacho, General Director of Sonda Mexico. “Together with Convergys, we are positioned to better service our clients with a range of innovative solutions that drive the cost improvements and increased customer loyalty today’s

“Sonda has a long and impressive 35-year history in Latin America. Its leadership position and robust client roster in Mexico presents Convergys with the opportunity to bring our technology solutions to a new market with the confidence that we are working together with the best and the strongest IT services ally in the region,” said Mike Betzer, president of Relationship Technology Management at Convergys.

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Kirk Laughlin

Kirk Laughlin is an award-winning editor and subject expert in information technology and offshore BPO/ contact center strategies.

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