Spanlink and Convergys are joining forces to offer a comprehensive set of contact center solutions that leverage Cisco’s Customer Collaboration software, instantiated in Convergys’ cloud. More details will be provided at Enterprise Connect 2012 in Orlando (where Cisco, Convergys and Spanlink are all sponsors), but the partnership is formidable. Spanlink is a leading integrator of Cisco’s contact center solutions and has offered design, deployment and support services to enterprise customers for over a decade.

Convergys gives the cloud-based offerings global scale, leveraging a network of 69 secure data centers and contact centers that span the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia. It has long offered enterprise clients hosted or managed intelligent self-service, call routing to live agents, monitoring, analytics and “decisioning” or business process management. It already uses Cisco IP-telephony infrastructure as the backbone of its global network.

Spanlink has been one of the most innovative go-to-market partners for Cisco. As noted here in December 2010, Spanlink was one of the first integrators to bring Cisco’s SocialMiner resources for monitoring social networks to market.

Look for the partnership to give rise to some very compelling offers targeting companies with as few as 100 seats in their contact centers. In that respect, it represents an effort for both Cisco and Convergys benefit from Spanlink’s positioning among medium-sized companies. As this cohort adds self-service, social and mobile commerce options, they naturally look for deployment options that minimize capital expenditure and staffing costs associated with development, monitoring and supporting diverse applications. It is a marketplace where we expect to witness heated competition as traditional contact center, CRM and BPM infrastructure providers all introduce “cloud-based” options.

Categories: Articles

Tags: Cloud-based services, BPM, Spanlink, Cisco, Convergys, Contact Center, CRM, self-service