Vertex BPO Turns to Consilium for Distributed SIP Contact Center
Singapore, December 24, 2010 -- Consilium Software, a Unified Communications solutions company, has provided Vertex Customer Services India Pvt Ltd, an international Business Process Outsourcing (BPO) and Customer Management Outsourcing (CMO) company, with a distributed contact center platform which helped the company deliver India-wide customer service to enterprises with speed and flexibility. Vertex has realized a significant increase in productivity, reduced costs and improved customer care by deploying the cloud-based SIP contact center solution designed and implemented by Consilium Software.
After understanding and mapping their business requirements, Consilium recommended Vertex a Genesys contact center solution for inbound and outbound contact management. This solution helped them to align and enhance their customer service activities with a cloud-based SIP communication server for a distributed agent workforce and voice portal for inbound self-service.
Consilium’s UNI ranges of products are tightly integrated with the Genesys solution and customer backend applications. Consilium UniAgentTM,, a thin-client agent desktop suite, helped Vertex Customer Services India Pvt Ltd reduce average call handling time and improve first call resolution by providing agents with ready access to call information, customer data and enterprise resources. Consilium UniInsightTM provides Business Intelligence (BI) reporting focused on outsourcer requirements, and with Consilium UniQMTM Vertex supervisors and managers can perform quality monitoring on recorded calls with advanced search capabilities "The Genesys contact center provides Vertex with the latest in SIP technology accessible over the private cloud. It allows Vertex Customer Services India Pvt Ltd. to rapidly deploy on-demand contact center sites with full access to both Genesys and Consilium UNI™ apps", said Arvind Saksena, Senior Vice President of Services & Support at Consilium Software.
Rohit Tiwari, Deputy Vice President of Information Technology at Vertex Customer Services India Pvt Ltd said, "Consilium provided us with the technology that we needed for our continued footprint expansion. The result of utilizing the Consilium solution, applications and services includes increased productivity while driving down the costs and complexity of deploying and managing customer contact operations."
About Vertex Customer Management: Vertex is an international Business Process Outsourcer (BPO) and Customer Management Outsourcing business (CMO) with clients in the private and public sectors. Vertex employs 10,000 people who spans 4 continents and 70 locations, delivering solutions to a wide range of international clients 24/7. It provides a range of transformational service solutions to deliver outcomes for our clients in the areas of BPO & CMO, IT Applications, Services and Products, Consulting and Transformation, and Decision Sciences.
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