Infotech Lead Asia: Convergys, a provider of customer management solutions, has partnered with Verint Systems and Avaya to improve workforce productivity and customer experience management.
With approximately 77,000 employees across 70 customer contact centers and other facilities around the world, Convergys needed an architecture that could support its complex, multi-site, multi-client and multi-project business model.
Convergys replaced its existing recording and quality monitoring solution with the latest technology Verint-Avaya. The Verint-Avaya solution provides Convergys with a single application and a smaller server footprint that enables information sharing across the enterprise.
The new call recording / quality monitoring solution is helping the company maximize the effectiveness of its business processes, resources and staff, Convergys said. In addition, the solution includes next-generation PCI encryption management software—a key factor in Convergys’ purchase decision.
Verint’s VoIP capture architecture aligns with Convergys’ data center virtualization strategy, and the open API architecture allows Convergys staff to quickly develop integration points with our data warehouses.
Following this implementation Convergys has replaced 22 legacy call recording environments, realized a 63 percent reduction in servers over their previous solution and reduced their cost of ownership by 30 percent, said Michael Bathon, Convergys vice president of Solutions Management.
The Verint-Avaya system is faster and more user friendly, with improved search functionality, easy-to-use forms, useful reminders and more detailed output, Convergys said. It provides a better overall view of the customer experience, supports the company’s global operability and reduces total cost of ownership.
Convergys is hiring 1,000 people in the U.S. in the next two months, the company announced last week. Earlier this year Convergys had said it would add 2,500 jobs in the U.S in early 2013.