RFP News

Published on Sep 23, 2010

Convergys Corporation (NYSE: CVG), provider of relationship management, announced today that its channel partner, IP Integration, (IPI) systems integrator located in Reading, has signed a contract for Convergys solutions with NHS Professionals (NHSP).

Already an IPI client, NHSP will now use Convergys Intelligent Interaction Solutions, including Intervoice [R] Voice Portal, Intervoice Advanced Notification Gateway, and speech recognition, as well as IPI’s Classify ME call classification application, within its Service Center.

NHSP is the largest provider of managed flexible services to the National Health Service in England with around 50,000 nurses, doctors, administration and clerical, and other healthcare professionals signed to its bank; placing approximately 2 million shifts a year and providing reliable flexible workers to around 80 NHS Trusts all across England. NHSP was looking for solutions to help it drive improved efficiencies within its Service Center operation.

With the solutions from IPI and Convergys, NHSP expects to save over one million minutes of customer service agent time annually through inbound and outbound call automation. The solutions enable NHSP to deliver proactive outbound communications regarding available shifts, which help drive flexible worker loyalty. Finally, the Convergys solutions help NHSP deliver high customer satisfaction through a user-friendly, intuitive interface and application that recognizes callers easily. NHSP expects to see a return on its investment in the solutions within one year.

“IPI and Convergys stood head and shoulders above the competition during the selection process for our IVR project,” said Phil Bartlett, NHSP Telephony Services Manager. “They invested time understanding our business, challenges, and objectives and always placed our customer’s needs front and centre of any recommendations. Their approach allowed us to address immediate business requirements, while setting the foundation for a strategic self-service roadmap.”

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