Convergys Calls on Verint and Avaya
Contact center outsourcing services provider Convergys has tapped Verint Systems and Avaya to provide it with workforce optimization and customer experience management technology.
With approximately 77,000 employees across 70 customer contact centers and other global facilities, Convergys said it needed an architecture that could support its complex, multisite, multiclient and multiproject business model.
Avaya has been the primary telephony provider for Convergys and collaborated with Verint to develop a single application and a smaller server footprint that allows information to be shared across the enterprise. In addition, the solution includes encryption management software, a major factor in Convergys' purchase decision, the company said.
Michael Bathon, Convergys' vice president of solutions management, said that in searching for a solution the company wanted to have a scalable, multitenant, open architecture to successfully support its multifaceted environment and deliver significant cost benefits.
"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," he said in a statement. "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."
Dan Miller, senior analyst at Opus Research, also sees the tie-up as a good fit. "Avaya has made significant investment in the past couple of years in acquisitions, development, staffing, and partnerships to bring its customers up-to-speed in the age analytics," he says. "Its selection by Convergys marks a real vote of confidence in the Avaya/Verint partnership."
Donna Fluss, president of DMG Consulting, says more companies are getting involved in these kinds of offerings. "Contact center infrastructure vendors are coming on strong in the area of workforce optimization (WFO)," she says. "Selling WFO as part of a contact center infrastructure solution has a compelling value proposition for enterprises and is an important trend in the WFO market."
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