Call Recording Featured Article

In order to provide a more robust multifaceted site and business model, customer management specialist Convergys (News - Alert) recently adapted key workforce optimization (WFO) and customer experience management technology from Verint Systems and Avaya (News - Alert).

Convergys was looking for a solution to replace its existing recording/quality monitoring solution, to handle its 77,000 employees across 70 customer contact centers and other facilities around the world.

Convergys officials said their company has always emphasized on-call recording and quality monitoring, and also concentrated on handling customer interactions with exclusive outbound contact capabilities. The solution they wanted to pick had to meet their expectations pertaining to overall enhancement of their business processes, resources and staff.

"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 multifaceted environment and deliver significant cost benefits," said Michael Bathon, Convergys’ vice president of solutions management.

According to Bathon, Verint (News - Alert)-Avaya exceeded their expectations in deploying this solution on time and in full scope. In addition, Verint's VoIP capture architecture blended well with Convergys’ data center virtualization strategy.

“As a result of implementing this 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," Bathon added.

The newly deployed solution also accompanies next-generation PCI (News - Alert) encryption management software that offers flexible security features and enables the users to configure and operate the solution based on the policies specified by the standards.

Steve Heffron, Convergys SVP of Global Operations, said the Verint-Avaya system is faster and more user-friendly, with improved search functionality, easy-to-use forms, useful reminders and more detailed output.