USPS lights its way to CRM

The Postal Service expects to save up to $137 million over a decade with an integrated customer care management network it expects to complete by the end of next year.

Chris Taddei, acting manager of the Contact Management Center, said the seven current customer contact centers will be consolidated into two, in Denver and Orem, Utah, with one toll-free number.

Speaking last week at a Technology Excellence in Government seminar sponsored in part by Government Computer News and Washington Technology, Taddei said Convergys Corp. of Cincinnati will automate the customer relationship management portion of online and phone transactions.

The Convergys contract, awarded in January, has a potential value of $700 million over 10 years. It will supply software for interactive voice response, advanced speech recognition, computer and telephone network integration, knowledge management and point-of-service evaluation.

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