TWC and Convergys Extend Contract

Connecticut-based Time Warner Cable revealed plans to extend its e-Care relationship management contract with leading relationship management provider, Convergys Corporation. As a leading multi-national corporation, Convergys also delivers consulting and professional solutions, outsourced customer and HR management services, billing solutions, and multi-channel self-care technology services. In the past, Time Warner Cable has utilized Convergys billing solutions, among various products and services.

The two companies will address the increasing demand for a simple, multi-channel experience. A recent survey conducted by Convergys discovered that self-care customer service solutions are growing increasingly popular. Research indicates that up to 25% of customers prefer to contact a company online. The Convergys/Time Warner Cable partnership will provide customers with alternative e-Care solutions that allow for contact via email and online chat, in both English and Spanish.

"Time Warner Cable strives to provide its customers with the type of service and care opportunities expected from a digital company like ours and our relationship with Convergys supports our commitment to providing that level of customer care," said Time Warner Cable Executive Vice President and Chief Marketing Officer Sam Howe. "Convergys' customer management solutions provide us with tools to support our video, high-speed data, and voice customers."

With e-Care solutions, customers can access account information and digital phone tech-support, while getting answers to browsing, billing, connectivity, and email-related issues.

"Time Warner Cable connects people and businesses with information, entertainment, and each other. Throughout our long relationship, Convergys has successfully demonstrated its ability to help Time Warner Cable connect to its customers in a meaningful way, no matter how those customers get in touch, prompting this renewed and expanded agreement," said Jim Boyce, Convergys President, Global Business Units. "We know from our recent research study that the cable industry is a highly competitive marketplace where customer service is a key differentiator and a driver of customer loyalty. Convergys will continue to support Time Warner Cable's goal of providing unsurpassed customer care by leveraging the breadth of our unique customer management solution portfolio."