Convergys Corporation Is a Provider of Outsourced Customer Care,human Resources,and

Multiple Choice

Convergys Corporation is a provider of outsourced customer care,human resources,and billing services.The company handles about 1.7 million interactions per day in its 68 contact centres worldwide.Its new software allows anyone talking to a customer to view the customer's order and billing information on his or her computer.Thus,problems can be resolved in real time,increasing responsiveness and first call resolution while reducing call processing time by up to 40 percent.This new software would be classified as part of which of the following?

A) organizational optimization
B) call response marketing
C) total quality management
D) customer relationship management