Convergys Benefits from Call Recording and Quality Monitoring from Verint
Global CRM Leader Leverages Call Recording, Quality Monitoring and PCI
Encryption to Enhance Customer Experiences and Workforce Performance, and Help
Safeguard Customer Data
MELVILLE, N.Y. & SANTA CLARA, Calif. -- April 24, 2013
With a focus on continuing to provide first-rate service to its clients’
customers, Convergys, a global leader in customer management, has implemented
key workforce optimization (WFO) and customer experience management technology
from Verint^® Systems (NASDAQ: VRNT) and Avaya.
Convergys replaced its existing recording / quality monitoring solution with
the latest innovative technology from Verint-Avaya. With approximately 77,000
employees across 70 customer contact centers and other facilities around the
world, Convergys needed an architecture that could support its complex,
multi-site, multi-client and multi-project business model.
In selecting Avaya and Verint^1, Convergys found trusted advisors. As the
primary telephony provider for Convergys, Avaya developed a true understanding
of Convergys’ newest business needs. In doing so, the teams collaborated to
determine the best fit for Convergys, which resulted in a new Verint-Avaya
solution with a single application and a smaller server footprint that enables
information sharing across the enterprise.
Convergys regards call recording and quality monitoring as key to its focus on
expertly managing customer interactions with proactive outbound contact
capabilities, intelligent routing of all customer contacts, reporting and
analytics, and workforce optimization technologies. The new call recording /
quality monitoring solution is helping the company 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’ 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.”
Adds Steve Heffron, Convergys SVP of Global Operations, “The Verint-Avaya
system is faster and more user friendly, with improved search functionality,
easy-to-use forms, useful reminders and more detailed output. The Verint-Avaya
team trained our internal resources, and in doing so helped bring them to the
level of certification that allows them to manage and maximize the software
with confidence. The solution provides a better overall view of the customer
experience, supports our global operability and reduces total cost of
ownership. We are well positioned for further enhancements that can drive
As a leader in customer management for over 30 years, Convergys (NYSE: CVG) is
uniquely focused on helping companies find new ways to enhance the value of
their customer relationships and deliver consistent customer experiences
across all channels and geographies. Every day our 75,000 employees help our
clients balance the demands of increasing revenue, improving customer
satisfaction, and reducing overall cost using an optimal mix of agents,
technology, and analytics. Our actionable insight stems from handling billions
of customer interactions annually for our clients. Among Fortune 500
companies, over half of the top 50 are clients that trust their most important
relationships to Convergys. Visit www.convergys.com for more information.
Avaya is a global provider of business collaboration and communications
solutions, providing unified communications, contact centers, data solutions
and related services to companies of all sizes around the world. For more
information please visit www.avaya.com.
About Verint Enterprise Intelligence Solutions
Verint^® Enterprise Intelligence Solutions^™ help organizations of all sizes
capture and analyze customer interactions, sentiments and trends across
multiple channels, improve performance and optimize the customer experience.
The solution portfolio includes the Impact 360^® Workforce Optimization^™
suite and Voice of the Customer software, which serve as strategic enterprise
assets for increasing customer satisfaction and loyalty, enhancing products
and services, reducing operating costs and driving revenue.
About Verint Systems
Verint^® (NASDAQ: VRNT) is a global leader in Actionable Intelligence^®
solutions. Its portfolio of Enterprise Intelligence Solutions^™ and Security
Intelligence Solutions^™ helps organizations Make Big Data Actionable^™
through the ability to capture, analyze and act on large volumes of rich,
complex and often underused information sources—such as voice, video and
unstructured text. With Verint solutions and value-added services,
organizations of all sizes can make more timely and effective decisions.
Today, more than 10,000 organizations in 150 countries, including over 80
percent of the Fortune 100, count on Verint solutions to improve enterprise
performance and make the world a safer place. Headquartered in NY, Verint has
offices worldwide and an extensive global partner network. Learn more at
This press release contains forward-looking statements, including statements
regarding expectations, predictions, views, opportunities, plans, strategies,
beliefs, and statements of similar effect relating to Verint Systems Inc.
These forward-looking statements are not guarantees of future performance and
they are based on management's expectations that involve a number of risks and
uncertainties, any of which could cause actual results to differ materially
from those expressed in or implied by the forward-looking statements. For a
detailed discussion of these risk factors, see our Annual Report on Form 10-K
for the fiscal year ended January 31, 2013 and other filings we make with the
SEC. The forward-looking statements contained in this press release are made
as of the date of this press release and, except as required by law, the
Company assumes no obligation to update or revise them or to provide reasons
why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED
EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED,
VOVICI, GMT, AUDIOLOG, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY
INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR,
RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and
VIGIA are trademarks or registered trademarks of Verint Systems Inc. or its
subsidiaries. Other trademarks mentioned are the property of their respective
# # #
^1 Purchased in December 2011
Verint Systems Inc.
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