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Convergys Acquires Contact Center Analytics Provider

Convergys Corporation, a provider of integrated billing, employee care, and customer care services, acquired contact center analytics firm, Finali Corporation. Finali specializes in customer-driven business transformation and addresses the specific needs of the $130 billion in-house contact center market.
Finali transforms customer care operations into business intelligence centers by combining analytics, consulting, and automation. Finali uses call segmentation and enterprise-specific categorization tools to produce data that explains the causes of customer contacts. This business intelligence enables companies to optimize their business processes both inside and outside the customer care center. Finali also provides patented virtual agent technology that helps its clients' customers effectively navigate their web sites. This results in more completed web transactions and fewer telephone calls
The cash acquisition was valued at $25 million.

For more info, www.convergys.com.