Starbucks has reportedly decided to continue using Convergys' (News - Alert) relationship management solutions for another two years to enhance its facilities support operations.

The premier roaster and retailer of specialty coffee, with revenues of more than $10 billion for 2008, first started using Convergys’s services and technology a few years ago, when rapid growth outstripped its internal contact center's ability to support to its stores in North America. Working together the two companies developed a facilities support tool to track every piece of equipment in each company-owned facility, follow repair orders and support invoicing from approximately 1,300 service providers.

The companies also collaborated on the development of specialized training to help Convergys agents provide contact center services for facilities support. Convergys agents assist Starbucks retail employees in complex troubleshooting and equipment repair, as well as in identifying appropriate service vendors, issuing repair orders and tracking repair work.

Starbucks officials say Convergys has consistently met or exceeded their quality measures while delivering significant cost savings and improved efficiency in the process -- hence why the company will renew its contract.

"Transferring an essential management function like contact center services for facilities support to Convergys was a first for Starbucks," said Badger Godwin, vice president, store development, global real estate and facilities for Starbucks, in a release. "Our decision has been more than validated, with Convergys proving to be a true, collaborative partner to Starbucks. We have worked together on agent training, scaling to meet our growth, and the creation of software tools to drive cost savings and improve the efficiency of our facilities support operation."

Last week it was announced that Time Warner Cable had expanded and extended its existing e-Care contract with Convergys. Time Warner (News - Alert) Cable has been using Convergys’ services and solutions, including its convergent billing solutions, to improve its operating performance over the past decade. The company will continue to use Convergys' solutions to help it retain its customers.

Convergys also made news last week when it announced the availability of a platform-independent On-Demand Voice Authentication product, which Convergys and non-Convergys clients can implement by enrolling the voice signatures of their customers and employees. This new voice signature solution is being provided in partnership with TradeHarbor.