The call centre market for banks in China is expected to grow from RMB 320 million in 2009 to RMB 590 million in 2012.
Convergys Corporation has partnered with Yucheng Technologies Limited, an IT service provider to the Chinese financial service providers, that will enable it to sell Convergys' Intervoice Edify Voice Interaction Platform (EVIP) and Convergys Dynamic Decisioning Solution in China.
"Yucheng has already deployed call centre solutions for three of the top five banks in China and had a 14.6 per cent market share as of 2008," according to consulting firm IDC.
Convergys' EVIP technology, with its text-to-speech capability, administrative functions, monitoring tools, one-on-one marketing channel and menu functions, helps financial services companies go beyond connectivity, to provide a higher level of customer support and to streamline operations while maximising cost efficiency.
Convergys Dynamic Decisioning Solution provides specialised intelligence to automatically evaluate customer events against company policies in order to execute appropriate actions in real-time. This knowledge can enable companies to increase customer retention rates, grow revenue and decrease costs.
"Our partnership with Convergys adds a compelling new dimension to our existing portfolio of IT solutions," said Hong Weidong, CEO, Yucheng. "As our clients focus on modernising operations and enhancing customer loyalty, we look forward to expanding our cooperation with Convergys to ensure that we are providing best-of-breed solutions to banks in China."
"China's market presents a great opportunity for us to showcase our technology solutions and services," said Mike Betzer, president, relationship technology management, Convergys. "When it came to penetrating the Chinese banking sector, we recognised the benefit of partnering with Yucheng, a local leader, because its market relationships could help Convergys' advanced technology be the key differentiator in a highly competitive industry."