Convergys will play a key role in implementing this strategy as a partner to IBM through better customer segmentation, more efficient call routing, reduced average call handle time and a higher rate of first call resolution.

When combined with the Sagent platform, these BI tools become powerful analytic applications, enabling users to access data from multiple sources and calculate new metrics for their analyses, such as profitability forecasts, customer segmentation and time-period, variances.

Features include: a unified view of the customer across the extended value chain; closed-loop relationship marketing that provides built-in data mining tools for enabling customer segmentation based on behaviors and profile details; extended online self-service capabilities; and transaction exception management regardless of the communications channel used by a customer.