Convergys-USPS contract renewed

Cincinnati — Convergys Corp., a global leader in relationship management, has announced its contract renewal with the United States Postal Service.

Since 2003, Convergys has provided the US Postal Service with customer service support at three US contact centers.

This extension is the second two-year renewal of the contract.

Convergys will provide customer service support by leveraging its relationship management solutions portfolio, which includes Customer Service Solutions (live agent support), Multichannel Automation Solutions (automated speech, e-mail) and Back Office Solutions.

Convergys will also continue to answer the popular (800) ASK-USPS toll-free number and provide analytics for a customer intelligence program that constantly measures customer satisfaction.

“Convergys has provided customer service support to the US Postal Service for the past six years with an end-to-end solutions portfolio that meets the needs of today’s consumer for both self-service and live agent support,” said Paul Colangelo, Convergys’ vice president for government solutions.

“Convergys will continue to support the USPS in providing its customers with the highest level of customer service,” he added.

Convergys helps governments and government-related agencies to accomplish citizen-centric missions through a wide range of technology, consulting, and customer management solutions.

These solutions leverage private sector best practices in relationship management, including customer and employee solutions, enhancing the citizen experience through enterprise effectiveness, workforce management, e-learning, multichannel automation, back office solutions, collections, and shared services.