Case Study: Convergys achieves world-class customer service, higher agent productivity, and lower costs with Oracle Service Cloud

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

Convergys, a Cincinnati‑based business process outsourcer with 125,000 employees, helps companies grow revenue, improve customer satisfaction, and reduce costs. As customers shifted to mobile and digital channels, Convergys faced the challenge of enabling clients to deliver consistent, cross‑channel service, standardize the agent experience, and boost first‑contact resolution and agent productivity.

By deploying Oracle Service Cloud, Convergys delivered a cross‑channel platform to more than two dozen clients across industries, providing a unified agent workspace, a single customer view, and knowledge tools to support web/mobile chat, co‑browse, e‑mail, social, and contact‑center interactions. The solution accelerated resolution times, improved agent productivity and satisfaction, enhanced incident visibility and escalation, and produced consistent, seamless service across touchpoints.

Convergys

Allyson Boudousquie

Senior Director, Customer Solutions