Case Study: Convergys improves customer service and agent productivity with Oracle Service Cloud

Convergys Delivers World-Class Customer Service While Improving Agent Productivity and Lowering Costs

Convergys, the largest outsourcer in North America, needed a way to help its clients deliver better customer service across new digital channels while improving agent productivity and keeping service consistent as mobile use grew. The company turned to Oracle Service Cloud to support web chat, mobile chat, co-browse, e-mail, and other channels.

With Oracle Service Cloud, Convergys provided a cross-channel customer experience platform to more than two dozen customers across industries including financial services, healthcare, retail, and telecommunications. Oracle Service Cloud gave agents a unified workspace, knowledge tools, and a single view of the customer, helping Convergys improve productivity, accelerate resolution, and deliver more consistent service across every channel.

Convergys

Allyson Boudousquie

Senior Director, Customer Solutions