Convergys Provides Insights on Digital Transformation at SpeechTEK 2018

Friday, May 11, 2018 8:32 am EDT


"Contact centers are changing, with a new focus on handling complex and difficult interactions and creating strategies that erase customers’ awareness of muiltiple contact channels"

Convergys Corporation (NYSE: CVG), a global leader in customer management, took the stage for seven conference sessions at SpeechTEK in Washington, DC April 9-11. SpeechTEK is an annual event that brings together thought leaders and changemakers who influence and inform how speech technology innovation is impacting businesses, changing the ways people interact with companies, devices, and contact channels in customer relationship management (CRM).

As the Diamond Sponsor of this year’s event, Convergys provided insights on why and how intelligent digital speech technology is being rapidly deployed across industries. With the CRM Evolution and Smart Customer Service conferences underway simultaneously at SpeechTEK, Convergys also presented to preeminent analysts, consultants, project leaders and vendors on accelerating digital transformation and adoption.

On SpeechTEK’s first day, Allyson Boudousquie, Vice President of Market and Product Strategy at Convergys,  presented, “Could Millennials be Your Secret Weapon?” This keynote presentation offered tips on how to leverage the strengths of this key demographic to enable the best-in-class customer outcomes. Millennials are the largest generation in the workforce and, in the CRM environment, are experiencing pressure from both customers and employers to improve performance.

“Contact centers are changing, with a new focus on handling complex and difficult interactions and creating strategies that erase customers’ awareness of muiltiple contact channels,” said Boudousquie. “When they are armed with innovative technologies, digitally fluent and social media-connected Millennials can be the ideal fit for chat, social, and mobile agent support. Using platforms that Millennials are both comfortable with and fluent in means we have the greater potential to deliver appropriate resolutions more quickly.”

Convergys also presented a keynote luncheon presentation, “Voice and AI:  Bringing Digital Transformation to the Masses” – a timely topic, given the growing popularity of intelligent assistants. This presentation delivered fresh insights into how businesses can use voice and artificial intelligence to deliver differentiated customer experiences, streamline operations and take advantage of new revenue streams.

In addition to its conference presentations, Convergys offered live demonstrations of its digital self-service and multichannel solutions and featured solutions including Virtual Assistant, Amazon Alexa integration, Context-Aware Interactive Voice Response (IVR), Visual IVR and Omnichannel context.

“Speech and conversational technologies—from voice-only IVR to visual IVR, multimodal to omnichannel, from simple commands to advanced natural language, and from smart mobile applications to digital assistants (both voice and text)—help businesses connect with customers. Being able to share these exciting solutions with clients and prospects and assist them with accelerating their digital transformation is really exciting,” said Denise McCutchen-Grace, General Manager of Convergys Digital.

About Convergys

Convergys delivers consistent, quality customer experiences in 58 languages around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees in 33 countries around the world.

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Brooke Beiting, +1-513-784-4951
Senior Specialist of Communications