Vertex BPO Turns to Consilium for Distributed SIP Contact Center

Online, March 1, 2011 (Newswire.com) - Vertex BPO Turns to Consilium for Distributed SIP Contact Center

Singapore & New Delhi - 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 Consilium Software ("Consilium") - www.consiliuminc.com
Consilium Software is the Unified Communications software company which is Enabling Unified Success™ in enterprises and contact centers - with solutions that combine industry-leading products from technology partners, innovative software applications and unmatched services expertise. Powered by communications convergence, collaboration and customer interaction optimization software, Consilium's solutions enable companies to improve communication flows, transform business processes and increase business efficiency. Consilium professional services uniquely helps clients get business results fast by focusing on their requirements first, creating solutions using the best and most appropriate technologies, and providing the finest technical services. Consilium's own UNI™ range of products minimizes the implementation fees and risk that many Unified Communications applications require. Providing cross-platform compatibility with our alliance products and enhanced feature sets, solutions built on Consilium's UniPresence™, UniAgent™, UniQM™ and UniInsight™ products contain all the elements needed for enterprise unified communications, customer interaction management and business intelligence. Headquartered in Singapore, in the heart of the Asia Pacific region, Consilium has significant presence in India, Greater China and the ASEAN region.

About Vertex Customer Services India

Headquartered in Gurgaon (Haryana), Vertex India has two delivery centres based at Gurgaon and NOIDA, India. Vertex has been providing services to UK and Indian clients in financial services, utilities, telecoms, travel and leisure since 2002.
Vertex India provides front and back office business processes associated with customer management. It delivers a range of services and has expertise in areas including Customer Service; Mortgage Servicing; Internet Site Content Provision; Knowledge Management; Market Intelligence Gathering; HRO, Accounts Payable & Procurement; and IT Services including Application, Service and Infrastructure Management.
India operations are underpinned by the policies, practices and ISO certified processes that are used in the UK. The teams in India receive similar levels of training in customer management and relate with sensitivity to the cultures and brands with whom they work.
Vertex India entered into a joint venture with Shell Transource Ltd, one of India's largest integrated domestic BPO to establish a strong foothold in the domestic market. The JV offers an array of services that cover voice, non-voice and fulfillment processes over 350 strategic locations across the country.