2012— Spanlink Communications, a Cisco partner focused on designing, implementing and supporting contact center
and customer collaboration solutions, announced
today that it has partnered with Convergys 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 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
"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 contact 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, 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.
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.
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.
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.
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