Televergence Oversees a Critical Contact Center as a Service (CCaaS) Migration


This healthcare and pharma-focused toll-free and outbound long-distance contact center customer selected Televergence to oversee this critical migration based upon a long-term, valuable relationship. Since the beginning of this relationship in 2016, the Televergence management team has consistently and reliably put effort into understanding and satisfying this customer’s unique needs and very competitive pricing environment.

A primary revenue stream for this customer is clinical drug trial patient recruitment for their big pharma customers. The CCaaS platform the customer had been using was purchased by RingCentral in 2019. Since that time, they’d experienced a steady and substantial decline in essential customer support. All telephony continued to route over the Televergence networks as they diligently attempted to resolve the issues.

As the situation became increasingly untenable, the customer shared the details of the situation with their primary account manager, the Televergence V.P. of Sales, who worked closely with their IT team to accurately identify the unresolved RingCentral issues. More than 2 weeks was spent vetting over a dozen potential replacement platforms. The Televergence team coordinated the introduction of the top 5 platforms. After 60 days of demos, the customer’s chose a Televergence partner’s CCaaS platform, which accommodated their intense pricing pressures while meeting their performance demands.

Implementation of the new platform began in late 2023, with completion targeted for 1/31/24. Based on the customer’s 7 year experience with the Televergence team and the unparalleled customer support and technical expertise, all telephony continues to route over the Televergence networks. This experience demonstrates the value of a partner who is dedicated to knowing their customer’s needs and challenges and is committed to a resolution that exceeds expectations.


About Televergence

For over 32 years, Televergence has been saving customers an average of 30% over AT&T and Verizon on toll free and long distance services for contact centers and other high-volume users.  The Televergence Cloud Phone System is ideal for SMBs and enterprise customers with remote workers and priced to save them an average of 30% over the market-leading competitors.

Our Customer Commitment is supported by C-Level Account Management, unparalleled technical expertise and customer service, the highest quality, U.S.-based, 24 x 7 x 365 Network Operations Center, and Televergence’s industry-leading customer retention statistics. In addition, Televergence is a WOSB and WBENC certified diverse supplier.  To learn more, Click Here and schedule a 5-minute call.