[March 26, 2012]

Spanlink Communications and Convergys Corporation Partner to Develop Cloud Contact Center Solution

Spanlink Communications, a Cisco (News - Alert) partner focused on designing, implementing and supporting contact center and customer collaboration solutions, announced today that it has partnered with Convergys (News - Alert) Corporation to provide a comprehensive cloud-based contact center solution leveraging the Cisco contact center platform. The alliance combines Convergys' depth of contact center operational expertise with Spanlink's (News - Alert) proficiency in designing and deploying Cisco contact centers. The offering, anticipated to launch later this year, will initially service North American and European companies with more than 100 worldwide contact center agents.

"The partnership between Spanlink and Convergys is powerful," said Spanlink CEO Eric LeBow. "Spanlink brings over a decade of experience designing, deploying, and supporting some of the largest Cisco contact centers in the world. Combine that with the secure data centers, contact center operational expertise, global footprint and financial strength of Convergys, and you create a partnership that gives our customers and prospects confidence that their contact center operations are in good hands and will deliver business results."

Cloud contact centers enable businesses to leverage the latest in call center technology, and shift capital expenditures to operating expenditures. Buying a solution this way helps businesses deploy contact centers quickly, securely and with more flexibility. With the Spanlink and Convergys cloud offer, customers will be able to easily expand or tailor contact center feature capabilities as needed, and will have the freedom to ramp-up capacity to accommodate peak times and scale back when demands lessen.

In addition to core cntact center functionality, Spanlink and Convergys are developing offerings to drive additional value for customers, including:

• Intelligent Call Routing - to handle large call volumes effortlessly by automatically routing and distributing calls to the most appropriate agent.
• Intelligent Self-service - to leverage automation, interactive voice response and web self-service and provide superior customer experiences while reducing agent costs.
• Quality Monitoring tools - to manage call quality and ensure compliance with digital voice and screen recordings.
• Consolidated Reporting and Analytics tools - to provide management and user administrators an easy-to-use gateway to make informed decisions and administer accounts.

"We're proud to partner with Spanlink to bring customers a secure, redundant and reliable cloud-based contact center solution that enhances their global reach and lowers their total cost of ownership," said Jim Goetz, CIO and general manager, Global Technology Solutions (News - Alert), Convergys. "With our security certifications and robust service levels, future customers can feel confident in the solution, freeing them to focus on their core business."

Spanlink and Convergys are co-sponsors for this year's Enterprise Connect conference in Orlando, Fla. taking place March 26-28 at the Gaylord Palms. Conference attendees can visit Spanlink and Convergys in Cisco's partner pavilion, booth 1001, to learn more about the partnership.

About Spanlink Communications, Inc.

Spanlink Communications is a leading provider of unified communications and customer interaction solutions. With more than 23 years' experience, Spanlink helps companies exploit the benefits of virtual unified communications networks for business transformation. Spanlink applies expert advising, deployment, integration and managed services to tailor each customer's solution and support plan to its business needs for transformational business improvements in productivity, efficiency and customer satisfaction. Spanlink is a Master certified Cisco partner serving mid-size businesses and large enterprises. Find news and information at www.spanlink.com.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.

Convergys has approximately 70,000 employees in 69 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

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