Leading relationship management firm, Convergys corporation, has entered into a partnership with IP Integration, a leading UK systems integrator to resell Convergys’ Interactive Voice Response (IVR) voice portal and speech automation solutions to the UK contact center marketplace.

IP Integration works with clients to derive the maximum benefit from technology products and services customized to meet their contact center needs.

“Through our new partnership with Convergys, IP Integration now offers the world’s most sophisticated IVR and speech automation solutions available to our clients, which include retail, the public sector, and the most respected brands in travel and gaming in the UK,” said Dave Glasgow, Sales Director, IP Integration. “Convergys’ voice response and speech automation solutions deliver the tangible value that meets our clients’ high expectations. Combined with their broader customer care portfolio and the high level of expertise available from our local Convergys team, we fully anticipate a successful long-term partnership.”

Proprietary research conducted by Convergys found that the number of consumers preferring automated channels has doubled in the last four years. The research shows that 55% of the population prefers having the option to use self-service automation to find their own resolution versus waiting to speak with someone on the phone.

“As our own research shows, customers like having options when they contact a company. Companies must balance automated self-service with agent-assisted service in order to deliver the service experience customers want,” said Mike Betzer, president of relationship technology management at Convergys. “With this partnership we have the ability to meet the need for greater self-service through advanced IVR/voice portal and speech automation solutions in the United Kingdom.”