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Convergys Hosted Contact Center Solutions Now Available 'Globally'

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Convergys Hosted Contact Center Solutions Now Available 'Globally'

December 03, 2009
By Patrick Barnard
Group Managing Editor, TMCnet
Thanks to the fact that it has significantly expanded international data center infrastructure, Convergys has gone global with its hosted contact center solutions.

Previously the company only offered its solutions on a hosted basis in North America. That’s not to say that an overseas service provider or enterprise doesn’t have the option of hosting the platform itself – it’s just that now Convergys (News - Alert) can deliver its apps over its own dedicated network backbone as a managed service, meaning that it has full control over application performance on a global basis.

Based in Cincinnati, Ohio, Convergys has approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East and Asia. A press release from the company doesn’t provide details regarding the expansion of its network footprint and the specific new geographies that are now served, but it can be safely assumed that the hosted service is available in the aforementioned regions.

“Hosted and SaaS (News - Alert)-based contact center solutions are being considered by an increasing number of enterprises of all sizes,” said Drew Kraus, research vice president with Gartner (News - Alert), in the release. “Particularly in the current economy, companies are looking for ways to improve customer service, achieve accelerated deployments, and shorter ROI timelines while minimizing the impact on capital budgets. That’s a difficult balance to achieve, yet hosted and SaaS-based solutions often fit that scenario quite well.”

In addition the company has announced that its hosted messaging solutions for communication service providers are also now available globally. What’s more, the company’s Dynamic Decisioning Solution, which is used by service providers and enterprises to apply intelligent, real-time business rules, is also now available globally as a hosted option.
Convergys offers a broad range of IP-based contact center solutions, including intelligent self-service and notification solutions, enterprise policy management and on-demand voice authentication. All solutions are focused on improving customer satisfaction by enabling inbound and outbound multimodal capabilities and natural language support; accelerating deployment cycles by providing rapid access to network capacity; strengthening ROI by minimizing upfront and ongoing CAPEX outlays.

The company reports that its solutions are hosted in secure, redundant and scalable data centers and are fully compliant with quality management practices, ensuring maximum security of customer data. Service level agreements are not only based on server uptime, but also on business metrics associated with transaction completion.

“We are expanding our world-class hosting operations to other geographies that are primed to take advantage of the operational benefits,” said Frank Sherlock, senior vice president, international sales, in the release. “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 maximizing client business resources as they grow.”
Convergys hosted solutions are available direct through the company, as well as through select channel partners. To learn more about the company’s hosted solutions, and to take advantage of a limited-time offer, click here.

Convergys made news on TMCnet earlier today for implementing some innovative new techniques for recruiting agents for its contact centers in the Philippines.

Specificontacty, the company is allowing job prospects to start the application process by sending a text message via their cell phones. Considering that practically everyone in the Philippines owns a cell phone -- but not everyone owns a computer -- this is a smart move, as it makes it easier for the vast majority of people to apply for a job. What’s more, the prime demographic for contact center work – the Millenials – is far more inclined to use text messaging as a means of communication, as opposed to phone, email or “snail mail.”

According to a press release, Convergys is currently running advertisements across the Philippines promoting career possibilities for Filipinos – all a prospect has to do is text the word ‘APPLY’ to the number 2600 to start the application process. The company reportedly plans to hire approximately 4,500 more agents between now and the end of February for its 12 contact center facilities in the country.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard
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