Contact Center Solutions Featured Article

An un-named major “Fortune Top 10” telecommunications company has reportedly renewed its outsourcing contract with Convergys, one of the largest providers of contact center technologies and services, for another two years.


The contract reportedly has a value of $71 million. This is just one of several contract renewals which Convergys has announced in the past month.

The telecommunications company is reportedly using Convergys’ advanced contact center technologies and trained staff to provide technical support to customers using a new leading edge video offering.

According to a press release, the telecommunications company, which has been doing business with Convergys for “many years,” has more than 1,400 full-time employees, including both onshore and offshore contact centers, as well as a network of home-based agents.

Convergys’ standards-based, all IP platform is ideal for organizations with multiple, geographically-dispersed contact centers – including the much-coveted home-based agent model. The platform sports Web-based administration, allowing for centralized control over all contact center operations, no matter where they are located.

Using a single, Web-based point of administration, managers can have granular control over the automated routing of all contact types – whether phone, email, web chat or SMS – to each and every end point on the network. Managers also have control over the configuration of automated systems, such as speech-enabled self-serve IVR systems.

Convergys’ platform also sports advanced analytics and reporting capabilities that give managers a holistic view of all contact center operations as well as the ability to drill down into individual agent stats.

 

“Convergys knows this client, its business, and the products it sells, thanks to a mutually beneficial relationship that spans many years,” said Jim Boyce, president, global business units, Convergys, in a release. “Our shared history enables Convergys to provide a perspective to the client as it relates to servicing that no one else can. We will actively bring forward ideas to help our client improve customer care and customer satisfaction, which Convergys research shows is a key indicator of continued customer loyalty.”

The communications company is reportedly using Convergys Technical Support Solutions – an expertly-crafted blend of highly-trained, certified staff and self-service technologies. Convergys claims its direct-to-consumer and business-to-business support offerings “ensure technical assistance is only a phone call, email, or mouse click away.”

Convergys is one of the world’s largest teleservices firms. It employs nearly 75,000 employees who serve clients in over 70 countries, speaking more than 35 languages, from 85 contact centers and other facilities – including employees’ homes – across the globe.

ContactCenterSolutions’s contact center guru, Brendan Read, recently interviewed Carol A. Fox, senior director, and Mike Epstein, senior manager, business continuity planning group, Convergys, about the company’s business continuity priorities and strategies. To check out the interview, click here.