Site AM-2: Convergent
Headquartered in Atlanta, Convergent is one of America’s largest business process outsourcing, revenue cycle and receivables management companies, with twelve domestic and international operating centers across four time zones. The company has more than sixty years of history serving a diverse industry customer base, including contact center solutions, receivables management outsourcing, commercial receivables management and healthcare revenue cycle management. Convergent empowers its clients with an innovative combination of an adaptable workflow engine, technology-enabled operations, next-generation analytics and professional services to deliver superior financial performance and high levels of client and consumer satisfaction.
Their Atlanta contact center employs over 600 customer service representatives including 150+ at home agents. Onsite Recruiting, Staff Management, Training, HR, WFM, IT and a Quality Assurance (QA) groups are utilized to ensure client and Convergent objectives are consistently achieved.
Technologies used include:
• Avaya (IQ) Phone Switch and WFM
• IEX Workforce Management
• Witness Call Recording
• Acuity Performance Management Dashboard