Prestigious Award Recognizes Cloud-Based CEScore Contact Center Performance Management Platform
LAS VEGAS, Nevada – June 17, 2015 – Convergent Contact Solutions, a leader in providing global customer care solutions, has won the prestigious “Best New Technology Solution” award during the 2015 Call Center Week Excellence Awards opening gala event at the Call Center Week conference in Las Vegas. Convergent received the award for CEScore, its proprietary, Cloud-based (SaaS) Contact Center Performance Management (CCPM) platform.
“We are very grateful to Call Center Week, conference organizer IQPC, and Sprint Director of Customer Care Jerry Williams, who nominated us for this award,” says Casey Kostecka, President of Convergent Contact Solutions. “We’re proud of our CEScore solution, which provides a single, agile platform to execute and refine strategy, while aligning, equipping and inspiring agents to strengthen the customer bond.”
CEScore collects and assimilates disparate systems data within a contact center and applies role-based dashboards, intelligent workflows, analytics and game mechanics to establish organizational alignment, drive progressively improved financial and operational performance, and enhance the customer experience. Through CEScore, call center agents receive training as well as continuous support, along with the knowledge that the client they represent is interested in their wellbeing and committed to their success.
“The level of success achieved by most businesses can be directly correlated to the extent success is attained within the contact center -- where every key operating principle of the organization comes together,” Kostecka says. “CEScore CCPM maximizes people, processes and technology investments to deliver meaningful and measurable financial benefits.”
A division of Convergent Outsourcing, Inc., Convergent Contact Solutions supports customer acquisition, customer care and retention, welcome programs, accounts receivable, back office processes, crisis response and other critical communications for clients in multiple industries.
The Call Center Week Excellence Awards honor, recognize and promote the most innovative contact center solutions and individuals during the past year. The awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of contact center functions.
Convergent is an integrated customer care organization providing solutions to help clients bridge relationships with customers through enhanced, unified communication. Convergent customer care delivery enhances brand equity while maximizing the customer experience through multi-channel voice, chat, e-mail and back office services that are continually measured for compliance and quality standards. With more than 60 years of history serving a diverse customer base, Convergent has contact centers strategically located to provide geographic time zone coverage and skilled labor availability. In 2014, Convergent was acquired by Account Control Technology Holdings, Inc., which represents a diverse family of companies offering comprehensive business process outsourcing services. For more information, visit http://www.convergentcs.com..