Case Study: Convergent Outsourcing boosts right party connects with Finvi Contact Savvy

Convergent Outsourcing - Customer Case Study

Convergent Outsourcing, a major business process outsourcing and receivables management company, faced significant challenges with its fragmented and inefficient telephony systems. These issues resulted in long wait times for agents, poor call disposition, and an inability to effectively work through its inventory. Seeking a consolidated platform to improve call penetration and right-party connects, Convergent partnered with Finvi and implemented its Contact Savvy contact management solution.

By using Finvi's Contact Savvy platform with its advanced audio analysis for call detection, Convergent dramatically improved operational efficiency. The solution delivered measurable results, including a 200% increase in right party connects and a 410% reduction in redial rates. This led to a 10% revenue lift and allowed agents to work through inventory in half the time, transforming their outbound operations.

Convergent Outsourcing

Derek Whitaker

CIO