Managing billions of customer interactions annually in North America alone, Convergys said it aims to enable international clients to grow their businesses by providing cost-effective, hosted deployment options that meet today's economic challenges.

Frank Sherlock, senior vice president of Convergy's international sales group, said the company's global hosted solution portfolio leverages an expanded international data center infrastructure and offers a broad range of contact center solutions including intelligent self-service and notification solutions, enterprise policy management, and on-demand voice authentication. Convergys is also announcing hosted messaging solutions for communication service providers.

Sherlock said as services become increasingly commoditized, consumers become more sophisticated, and Convergys research shows they are demanding solutions that are personalized, optimized, and secure. However, the ability of businesses to meet this demand is often constrained by budgetary limitations.

Quoting on Drew Kraus, research vice president with Gartner, Convergys said hosted and SaaS-based contact center solutions are now being considered by an increasing number of enterprises of all sizes.

"In the current economy, companies are looking for ways to improve customer service, achieve accelerated deployments, and shorter ROI timelines while minimizing the impact on capital budgets. That's a difficult balance to achieve, yet hosted and SaaS-based solutions often fit that scenario quite well," Kraus said.