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TouchPoint One Contact Center Management Platform Delivers Earns Recognition for Convergent BPO

TouchPoint One Contact Center Management Platform Delivers Earns Recognition for Convergent BPO

February 07, 2013
By Amanda Ciccatelli, TMCnet Web Editor

In a market dominated by very large, global Business Process Outsourcers (BPO), one company, Convergent, differentiates itself by being one of the first BPOs to use Acuity to enable cloud-based performance management capabilities in support of its diversified BPOs, revenue cycle and receivables management businesses.


Today, Convergent is one of America’s largest BPOs, with 12 operating centers across four time zones. The company has over 60 years of history serving a customer base that includes contact center outsourcing services, commercial receivables management and healthcare revenue cycle management.

Convergent empowers its clients with a combination of an adaptable workflow engine, technology-enabled operations and next-generation analytics to deliver exceptional financial performance and a high level of customer satisfaction.

Recently, TouchPoint One, LLC unveiled that Convergent CEScore, a Contact Center Performance Management solution founded on TouchPoint One’s Acuity CCPM platform, has been named a CUSTOMER 2012 Product of the Year Award recipient by TMC (News - Alert).

“We are able to directly correlate much of Convergent’s rapid growth, low agent turnover and exceptional client retention rate to the implementation of our Acuity powered CEScore solution,” said Casey Kostecka, president of Contact Center Solutions at Convergent.

These days, TouchPoint One provides enterprise performance management solutions to the contact centers across the globe. Founded by veteran call center executives, it delivers solutions that empower call center workers, increase customer satisfaction and maximize business performance.

The company’s Acuity product is a SaaS (News - Alert) that enables clients to leverage disparate systems data to measure, report and analyze actionable intelligence across the contact center. Acuity helps organizations improve employee performance, operational efficiency, customer satisfaction and financial results while reducing compliance, legal issues and risks.

“Contact center leaders, like Convergent, are fanatical about increasing operational efficiency, improving customer care, empowering agents and reducing risk,” said Gregory Salvato, TouchPoint One. “TouchPoint One is uniquely qualified and committed to delivering the tools to achieve competitive advantage in these areas through Acuity and we are excited about our continued efforts to support Convergent and other TouchPoint One clients.”

Kostecka added, “We look forward to our continued partnership with TouchPoint One to further extend the value of our contact center performance management capabilities.”




Edited by Braden Becker



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