Operational Innovation in Customer Excellence Awarded to Convergent for Implementation of Acuity Contact Center Performance Management Solution
ATLANTA, Georgia – October 28, 2014 – Convergent Outsourcing, Inc., a leader in global customer-care solutions, announced that Ventana Research has recognized Casey Kostecka, Convergent Outsourcing President, with a 2014 Ventana Technology Leadership Award for Operational Innovation in the Customer Excellence category.
Convergent won the award for its implementation of Acuity, a Cloud-based (SaaS) Contact Center Performance Management solution developed by TouchPoint One that collects and assimilates disparate systems data 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.
“At Convergent, we continually challenge ourselves to maximize performance and focus on metrics that are important to individual clients. Acuity is the engine that allows us to measure and exceed client-driven KPIs,” said Casey Kostecka, President at Convergent Outsourcing, Inc. “With Acuity, we have experienced incredible revenue growth while increasing client and employee satisfaction, as well as agent, supervisor and program performance. From agent to executive, Convergent has developed a committed, skilled and passionate team. Acuity enhances our human capital by systematically deploying our talent to meet specific client objectives. This award from Ventana Research is especially meaningful given not only the quality and depth of the research and insights they provide, but their dedication to advance the maturity of organizations' use of information and technology.”
Ventana Research, a research and advisory services firm headquartered in San Ramon, California, selected award recipients based upon an organization’s or individual’s leadership accomplishments in innovating or enhancing the productivity and outcomes of business or IT processes. Ventana Research highlights and acknowledges the importance of these accomplishments through the Technology Leadership Awards.
"The Technology Leadership Awards are the most prestigious annual industry awards provided today that acknowledge and honor individuals and organizations for their accomplishments using technology to deliver the best value in achieving specific goals and objectives," said Mark Smith, CEO and chief research officer of Ventana Research. “We congratulate Convergent on winning this award for their innovative use of Acuity Contact Center Performance Management software and intelligent approach to strategy execution, employee engagement and customer care.”
Convergent received the Technology Innovation Award during a special recognition event at the 2014 Ventana Research Summit October 20-22, 2014. The Technology Innovation Awards distinguish pioneers that have developed clear visionary and transformative technology. For a full list of the Ventana Research Leadership winners, visit http://www.ventanaresearch.com/awards/.
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 www.convergentusa.com.