Singapore, 17 December 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 Consilium Software (“Consilium”) – www.consiliuminc.com
Consilium Software is the Unified Communications software company which is Enabling
Unified Success™ in enterprises and 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.
For further information, please contact:
Mohit Rajvanshi
Consilium Software Inc
mohit.rajvanshi@consiliuminc.com
(+65) 6327 7270 |
