Contact Center Solutions Featured Article

Contact Center Solutions Advance with Spanlink and Convergys Partnership

March 27, 2012

Spanlink Communications, a major provider of unified communications and customer interaction solutions, announced its partnership with Convergys Corporation to provide a comprehensive cloud-based contact center solution.


Cloud-based contact center solutions provide companies with ongoing consultative services to ensure top-level contact center performance. While immediate customer response via the cloud requires extra scrutiny, it’s also increasingly clear that cloud-based alternatives offer enterprises viable solutions. A fine-tuned, well-negotiated service-provider solution can make the difference between a firm successfully weathering different types of contact-center challenges, or succumbing to them.

The partnership will use the Cisco contact center platform and combine Convergys’ depth of contact center operational expertise with Spanlink’s proficiency in designing and deploying Cisco contact centers. Combining these services can provide a critical means for increasing a company’s contact center productivity. For example, when users choose from a range of communication possibilities, it becomes easier than ever to maximize the response time to clients and colleagues. It also enables greater awareness of what’s taking place across an organization.

"The partnership between Spanlink and Convergys is powerful,” said Spanlink CEO Eric LeBow. “Spanlink brings over a decade of experience designing, deploying, and supporting some of the largest Cisco contact centers in the world. Combine that with the secure data centers, contact center operational expertise, global footprint and financial strength of Convergys, and you create a partnership that gives our customers and prospects confidence that their contact center operations are in good hands and will deliver business results."

Management is simplified with a comprehensive contact center system. Administrators can use intuitive interfaces, familiar administrative tools and centralized directory controls to reduce maintenance costs and make better use of employee time – an increase in productivity both for an IT team, employees and contact center end users.

To better serve its customers, Spanlink and Convergys are developing offerings to drive additional value for customers, including Intelligent Call Routing, Intelligent Self-service, monitoring tools and consolidated reporting and analytics tools. These will provide management and user administrators an easy-to-use gateway to make informed decisions and administer accounts.    

The faster an organization locates, gathers and shares information, the more productive and competitive it becomes. The fact that these combined solutions are relatively easy to deploy and maintain – especially when relying on companies such as Spanlink and Convergys who support simple, cost-effective solutions – makes a critical difference for any company seeking a competitive edge.




Edited by Braden Becker



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