Case Study: Convergys
Global Outsourcing Company uses RiverStar to Increase Agent Productivity and Reduce Costs
Industry
Customer Experience Outsourcing
Key Use Case
Agent Productivity and Responsiveness
Solution Deployed
RiverStar Studio
Company
Convergys provides customer management solutions to clients worldwide. It employs roughly 70,000 people in 69 facilities, including numerous customer contact centers.
Challenge
One of Convergys’ contact centers were using a legacy system when it approached RiverStar to provide a cost-effective technology platform that would enable it to improve agent productivity and responsiveness. The solution also needed to be flexible enough to support current and future campaigns for its clients.
Solution
First, RiverStar partnered with Bolder Thinking for cost-effective cloud-based outbound dialing. Then it used its RiverStar Studio to deliver an efficient, adaptable solution – resulting in significant software as a service (SaaS) cost advantages. Together, the integrated solutions bring effective list and workflow management that increase agent productivity and lower operational costs.
Key Benefits
Flexible, adaptable, easy to customize
We are constantly assessing alternative technologies that would help us increase agent efficiencies, while not increasing our operational expenses. We are very pleased with the efficiency gains we have achieved with the RiverStar technology. In addition, we enjoyed working with the RiverStar team, who worked diligently with us to implement this new solution.
Lawrence Flitton
Senior Manager, Program Management
Convergys
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