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December 2, 2009

Convergys expands hosted offerings for contact centres and service providers

To provide content centre offerings including self-service, enterprise policy management and voice authentication

By CBR Staff Writer

Convergys has launched hosted solution offerings for enterprise contact centres and communication service providers. It leverages a data centre infrastructure and provides contact centre services including self-service and notification offerings, enterprise policy management and voice authentication.

The company said that the new offerings enable inbound and outbound multimodal capabilities and language support; accelerating deployment cycles by providing access to network capacity; and minimising upfront and ongoing CAPEX outlays.

Convergys also has a set of messaging offerings for telecommunication service providers in a hosted delivery model that can increase average revenue per user (ARPU).

Converges said that its offerings are deployed in redundant environments and are compliant with quality management practices, to ensure maximum security of customer data. Its service level agreements are based on business metrics associated with transaction completion.

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Frank Sherlock, senior vice president of international sales, said: “This global hosting capability enables our multi-national clients to continue using a consistent set of intelligent and secure Convergys solutions across countries wherein they provide customer service or telecommunication operations. We can now globally deliver rapid on-demand and hosted deployment models that are both scalable and reliable, while maximising client business resources as they grow.”

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