Convergys Forms Unit for Web-enabled CRM

Convergys Corp., Cincinnati, said yesterday that it formed a new eCRM business unit focused exclusively on providing Web-enabled customer relationship management solutions. The new unit will be responsible for evolving Convergys’s 39 call centers into multimedia contact centers, among other functions.

The group already has alliances with — and equity investments in — Kana Communications Inc., a provider of customer communications software for e-businesses, and Neuromedia, a provider of automated natural-language customer service solutions.

The company said it now handles Web-initiated customer contacts for more than 30 clients.

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