Convergys today announced enhancements to its Infinys ICOMS convergent BSS/OSS designed to significantly improve cable and DBS operators’ ability to deliver a superior service experience. The modular, single-architecture system provides a building-block approach designed to let operators tailor a product-driven billing platform for their specific business needs and timelines.

The enhancements are intended to use automation and business intelligence to simplify and personalize interactions between customers and contact center agents; leverage built-in business intelligence to tailor service offers to individual customer preferences and to intuitively match new offers to customer needs; and gain a 360-degree view and monitoring by having all relevant customer information consolidated on a single Web-based agent desktop.

(Convergys, booth 1137)

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The FCC wants to refresh the record on Equal Employment Opportunity data collection regarding race and gender. It’s specifically looking at Form 395-B, which is intended to gather workforce composition data

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