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Convergys selects Verint and Avaya for call recording servicesMay 06, 2013 (Datamonitor via COMTEX) -- Convergys, a provider of customer management and information management products, has implemented workforce optimization, or WFO, and customer experience management technology from Verint Systems, a provider of software and hardware for the security, surveillance, and business intelligence markets, and Avaya, a provider of business communications and collaboration systems. Convergys reportedly replaced its existing recording / quality monitoring solution with the latest technology from Verint-Avaya. The new call recording / quality monitoring solution is enabling the company to maximize the effectiveness of its business processes, resources and staff. In addition, the solution includes next-generation PCI encryption management software-a key factor in Convergys's purchase decision. "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 multi-faceted environment and deliver significant cost benefits," says Michael Bathon, Convergys vice president of Solutions Management. "Verint-Avaya exceeded our expectations for partnering with us to deploy this solution on time and in full scope. 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. 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." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon |