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www.evergance.com

6900 College Blvd., Suite 470
Overland Park, KS 66211
913.825.1000

Solutions:
Strategy
Transformation
Implementation
Managed Services

Spring 07 Finalist
Innovation in Web 2.0

Fall Finalist 06
Innovation in Customer Experience

Company 360
Revenues: $5.3M
Installed Base: 100
Employees: 40
Deployment: Saas

Customer References
American Express Nortel
AmSouth Bank Novell
Ascension Health Qwest
Express Scripts Reynolds & Reynolds
GlaxoSmithKline Sprint
H&R Block Verizon Wireless

John Ragsdale Commentary

Long time SSPA Partner eVergance is a management consulting and system integration firm offering end-to-end consulting services for all areas of service and support, including CRM, knowledge management, web self-service and field service. Founded and managed by a team of industry veterans, eVergance understands the complexities of customer service and support technologies, best practices, and industry specific processes, with in-house expertise on Web 2.0, Knowledge Centered Support (KCS), and Enterprise Feedback Management (EFM).

Functional Coverage

  eService
  Web Collaboration
  Proactive Chat
  Email Response Management
  Agent Knowledgebase
  Agent Diagnostic Tools
  Customer Knowledgebase
  Customer Self-Service Problem Diagnostic/Self-Healing
  Forums
  Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
  Field Agent Scheduling/Dispatch
  Parts Inventory/Logistics Tracking
  Wireless Field Service
  CRM
  Case Management
  Entitlement
  SLA Tracking
  Customer History
  Upsell/Cross-Sell


  Contact Center
  Skills Based Routing
  Work Force Optimization
  Quality Monitoring
  Learning Management System
  Voice Self-Service
  Survey Management


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