With a focus on continuing to provide first-rate service to its clients’ customers, Convergys, a global leader in customer management, has implemented key workforce optimization (WFO) and customer experience management technology from Verint® Systems and Avaya.
Convergys replaced its existing recording / quality monitoring solution with the latest innovative technology from Verint-Avaya. 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.
In selecting Avaya and Verint, Convergys found trusted advisors. As the primary telephony provider for Convergys, Avaya developed a true understanding of Convergys’ newest business needs. In doing so, the teams collaborated to determine the best fit for Convergys, which resulted in a new Verint-Avaya solution with a single application and a smaller server footprint that enables information sharing across the enterprise.
Convergys regards call recording and quality monitoring as key to its focus on expertly managing customer interactions with proactive outbound contact capabilities, intelligent routing of all customer contacts, reporting and analytics, and workforce optimization technologies. The new call recording / quality monitoring solution is helping the company maximize the effectiveness of its business processes, resources and staff. In addition, the solution includes next-generation PCI encryption management software a key factor in Convergys’ purchase decision.
“In our search for the right solution, we wanted to align with true partners who could deliver a scalable, multi-tenant, open architecture to successfully support our multi-faceted environment and deliver significant cost benefits,” says Michael Bathon, Convergys Vice President of Solutions Management. “Verint-Avaya exceeded our expectations for partnering with us to deploy this solution on time and in full scope. Verint’s VoIP capture architecture aligns with our data center virtualization strategy, and the open API architecture allows Convergys staff to quickly develop integration points with our data warehouses. As a result of implementing the solution, we have replaced 22 legacy call recording environments, realized a 63 percent reduction in servers over our previous solution and reduced our cost of ownership by 30 percent.”
Adds Steve Heffron, Convergys SVP of Global Operations,“The Verint-Avaya system is faster and more user friendly, with improved search functionality, easy-to-use forms, useful reminders and more detailed output. The Verint-Avaya team trained our internal resources, and in doing so helped bring them to the level of certification that allows them to manage and maximize the software with confidence. The solution provides a better overall view of the customer experience, supports our global operability and reduces total cost of ownership. We are well positioned for further enhancements that can drive business growth.”
As a leader in customer management for over 30 years, Convergys (convergys.com) is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Every day our 75,000 employees help our clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agents, technology, and analytics. Our actionable insight stems from handling billions of customer interactions annually for our clients. Among Fortune 500 companies, over half of the top 50 are clients that trust their most important relationships to Convergys.
Avaya (avaya.com) is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2013 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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 Purchased in December 2011