Convergys Provides CRM for Ann Taylor

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Convergys Corp. will outfit Ann Taylor with integrated billing and customer care services, the CRM company said yesterday.

The Ann Taylor online store and 1-800-Dial-Ann client contact center cater to customers' multichannel shopping needs, but an outside customer relationship management solution was needed to manage and unify the two outlets, according to a statement.

Enter Convergys, contractually bound to provide Ann Taylor with client service and sales support through its integrated contact centers. The centers merge the latest Web-based customer service technologies with more traditional phone, fax, mail and interactive voice components.

The integration is expected to help the specialty women's retailer to "promote customer satisfaction and loyalty" by providing one-to-one attention to its clients' changing wardrobe needs.

Convergys, Cincinnati, handles more than 1 million customer interactions each day through 46 contact centers in the United States, Canada, Latin America, Israel and Europe.

Ann Taylor Stores Corp. operates 467 stores in 42 states, the District of Columbia and Puerto Rico.

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