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Creating an experience where prospective customers can feel the energy, excitement, and innovation of Convergys.

Business Challenge

With an involved sales process and high cost, prospective customers needed to feel the energy, excitement, and innovation of Convergys. The experience of the Convergys offices was little more than ordinary cubicles that were far from expressing the company’s leading-edge offer. Big Red Rooster was engaged to create an innovation center with dedicated spaces to establish a new innovation model for internal teams to ideate and collaborate, and spaces for prospective customers to experience the best of Convergys.

Solution

Big Red Rooster partnered with Convergys on the co-creation of its Innovation Center, a “launch pad” for developing and testing new technologies for clients. From there, we facilitated an interactive work session to engage leadership, bringing fresh perspective to the future look, feel, and function of the Center. All of this orchestrated a journey that provokes thought and stimulates creativity at every step: from first impression to cafe, theater, and collaborative workspaces. We also envisioned a hands-on testing lab, a dedicated site for client visits, demonstrations, strategy workshops, and CX journey mapping.

Elevated Convergys’ brand perception from a call center to a cutting-edge technology and customer service provider

 

Made the brand attractive for acquisition by SYNNEX’s Concentrix Division, who was looking for a thought leader in CX experience

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“A unique customer engagement strategy with next generation experiences and business improvements was critical. We believe the acquisition of Convergys will add amazing subject matter expertise, thought leadership and innovation that will benefit clients.”

Chris Caldwall
President of Concentrix

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