Contact Center Solutions Featured Article

Convergys Lands Pension Benefit Guaranty Corp Contract

September 11, 2008

The Pension Benefit Guaranty Corporation (PBGC), a federal corporation created by the Employee Retirement Income Security Act, has awarded Convergys (News - Alert) a contract for its customer management solutions. Convergys Corporation is a provider of relationship management and a solutions provider to the Federal government.
 
The new contract is for the duration of five years and is Convergys' first since being selected as a preferred contact center solutions provider by the U.S. General Services Administration (GSA (News - Alert)) earlier this year. Convergys' entire Customer Management suite of solutions can now be accessed by the federal agencies through the GSA's $2.5 billion per year contract vehicle.
 
For those participants whose benefits are held by PBGC, Convergys will provide customer service in English and Spanish. Convergys will now provide services such as cataloging its operating procedures, managing the contact center operations, and providing ongoing consulting on customer management solutions.
 
While selecting a provider, PGBC was looking for someone to operate its Customer Contact Center with the ability to manage a flexible staffing model able to cope with peak volumes. The organization was convinced that Convergys is a provider that can meet its needs after evaluating factors like operational expertise, relationship management solutions, and its partnership approach.
 
With a wide variety of technology, consulting, and customer management solutions, Convergys assists governments accomplish citizen-centric missions. These solutions make use of private sector best practices in relationship management, including customer and employee solutions, improving the citizen experience through enterprise effectiveness, workforce management, e-learning, multichannel automation, back office solutions, collections, and shared services.
 
“Government agencies like PBGC are charged with providing quality customer service and value to their constituencies while controlling spending,” said Paul Colangelo, Convergys Vice President, Government Solutions. “Convergys is proud to partner with the Pension Benefit Guaranty Corporation, a leader among federal government agencies, to provide high quality, cost efficient customer service to our citizens.”
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.


Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.

Edited by Mae Kowalke

Article comments powered by Disqus

Related Contact Center Solutions Articles

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!