FireSky to improve relationships with gamers

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Kieran Moynihan
Vice President & CTO Telecoms
IBM Tivoli Division

2008-11-10 13:26:34

Cincinnati and Phoenix, USA. 6 November, 2008 -- FireSky, a new video game publisher dedicated to improving how gamers play together online, has signed a contract for Convergys’ relationship management solutions.

Convergys Corporation (NYSE: CVG) will provide online gaming consumers of the soon-to-be-released Stargate Worlds massively multiplayer online role-playing game (MMORPG) with state-of-the-art inbound customer support services. Convergys’ dedicated contact centre agents will initially provide customer support to English, French, and German-speaking customers for general game playing questions as well as technical, account management, or subscription-related questions.

Stargate Worlds is based on a popular Stargate television series from MGM. Players who step through the gate will:
* Feel the Heat – Master the battlefield using modern tactics and firepower
* Travel Instantly – Dial up the Stargate to explore dozens of worlds from ancient civilisations to high-tech planets
* Team Up – Battle devious and powerful enemies with your friends
* Find the New You – Pick from seven archetypes with unique skills and styles
* Don’t Fight It – Simulate translation, repair, and sabotage with minigames as your buddies battle it out
* Advance With the Story – New missions, weapons, and loot delivered regularly

“In the online game space, customer service is vital," said Wendy Dickerman, director of Customer Care, FireSky. "As a new company, FireSky has found that it makes sense to partner with experienced, proven firms to provide solutions for distribution and other key business aspects. We intend to raise the bar in the MMORPG space with a higher calibre of customer service. Convergys is going to help us get there."

“The online gaming industry continues to grow at a rapid pace, and a key goal for the industry is to provide consumers with a superior online gaming experience. Convergys solutions will help FireSky drive more value from their online customer interactions, giving FireSky a clear, competitive differentiation in this growing marketplace,” said Jim Boyce, Convergys president, North America. “Convergys understood FireSky’s business model and performance challenges and partnered with them to develop a win-win technology support program for the Stargate Worlds community.”

Convergys provides comprehensive, outsourced, business and consumer support functions, as well as services for in-house contact centre operations. Everyday, we handle millions of customer service interactions such as account service, billing inquiries, technical support, and service dispatch, enhancing the customer’s experience and driving more value from the relationship our clients have with their customers. Convergys’ global delivery model enables us to provide support - on-shore, offshore, or near-shore, whether in a contact centre or through our home agent model. We provide our clients with state-of-the-art infrastructure and self-care automation technology to not only increase customer satisfaction but also reduce costs.

Filed under: Company News Games & Gaming Contract News CRM & Customer Care Network Operators/VNOs Fraud & Revenue Management Outsourcing & Managed Services