Enhancing Customer Experience with Enterprise Decision Management: A Case Study
ABOUT THIS SESSION:
Learn how a Fortune 50 company sought a decisioning platform to help them increase customer satisfaction and reduce thousands of calls to agents for simple, recurring inquires. They implemented an enterprise decision management system to proactively provide customized, personalized messages to specific customers that would meet the consumers’ needs while improving call containment and agent call deflection. You Will Learn:
- How a leading Fortune 50 company improved call containment to almost 93% by implementing intelligent self-service based on repeat inquiries.
- How the company integrated an enterprise decision management system with their existing Interactive Voice Response (IVR) to provide personalized customer assistance.
- Why customer experience enrichment and cost containment are no longer mutually exclusive propositions.
ABOUT THE SPEAKER(s):
Jo Ann Parris, vice president of Relationship Technology Management (RTM) for Convergys is responsible for solution, product, and channel marketing for the Company’s RTM solutions that enable multichannel intelligent customer interactions to help businesses thrive.
Prior to her role within RTM, Parris was vice president of program management for several North American communications clients for Convergys Customer Management, and she has held a number of leadership positions with Convergys’ Information Management (IM) line of business.
Before joining Convergys, Parris held a series of increasingly responsible positions at Verizon in care operations, marketing, and information technology. She has more than 16 years of experience in customer care, technology, and communications.
Jo Ann holds a BBA from Stetson University in DeLand, Florida, and an MBA with honors (Magna cum laude) from the University of South Florida, located in Tampa, Florida.
Jo Ann and her husband Ron reside in Longwood, Florida.
