Customer Care - Conduent

Going the Extra Mile for Our Clients and Their Customers

Tue, 06 Oct 2026 13:43:00 GMT

By George Wehbe, President, Commercial Solutions

Every day, Conduent teams have millions of interactions with the customers our clients serve. Behind each of those interactions is a person who has the opportunity to make a difference — by solving a problem, answering a question, providing reassurance or simply making someone's day a little easier.

That’s why Customer Service Week is so important. It’s a chance to recognize the tens of thousands of Conduent employees who bring expertise, empathy and care to their work every day.

Our people understand that when they interact with a customer, they are representing not only Conduent, but our client’s brand. They take that responsibility seriously, and they take pride in getting it right.

I’ve seen this firsthand during visits with our teams around the world. I’m consistently impressed by their professionalism, commitment and the pride they take in serving our clients.

Our clients see it, too.

One leading global education company recently shared:

“When I think about Conduent, I think about the people. My site visits gave me a real appreciation for the talent, dedication, and pride that your teams bring to supporting us every day.”

Another client, a global aerospace and defense company, recognized our teams for their “patience, expertise, and most of all, their care and dedication” in supporting employees and retirees.

These comments mean a great deal because they reflect what matters most in our business: the relationships our people build and the experience they create for the people our clients serve.

Whether it’s helping someone understand their benefits, answering a question about a return or making sure a delayed package containing life-critical medicine reaches its destination, our teams are there when people need them.

That is going the extra mile.

To all of our Conduent employees: thank you for the care, commitment and professionalism you bring to your work every day. And to our clients: thank you for trusting our teams to represent your brands and serve your customers.

I’m proud of what our people do every day — and especially proud to celebrate them during Customer Service Week.

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Strategic Client Partnerships – A Million-Dollar Idea

Tue, 11 Mar 2025 16:52:00 GMT

by Mike McDaniel

Building strong client partnerships are essential for achieving greater success, and my team is structured with that goal in mind. True partnership means investing in each other – not just financially – but by going above and beyond what’s required. It’s about delivering insights, analysis and recommendations that make a meaningful impact.

Client partnership also involves dedicating time to integrate Conduent and client teams through knowledge sharing and deep dives into the business. The best outcomes come from this level of collaboration.

Last month, I met a unique group of Conduent customer experience (CX) agents who are making a significant difference for a leading travel client. These agents are extraordinary because they are members of the Million-Dollar Club. How did they achieve this success? Though a powerful client partnership.

Conduent’s CX team provide a variety incredible services to support our clients, but first and foremost, our CX agents act as an extension of a company’s brand, striving to meet the needs of our client’s customers. Their work might involve answering simple questions like return policies or resolving complex challenges like delivery issues for critical medicine. Solving complex problems is what we do exceptionally well.

Increasingly, clients are asking our CX agents to help drive revenue. This can include working with customers to explore options for a new car or additional services from a phone or cable provider. Across industries, our CX agents ensure customers get the most out of their services or products.

That is where the Million-Dollar Club comes into play. Our travel client wanted CX agents to contribute to revenue generation. While many clients provide brochures, trainings, Q&A and other resources for agents to learn about their offerings, this travel client goes further – they deliver experiences, not just “travel.”

To ensure our agents truly understood the brand and its offerings, they participated in an immersive experience program, even joining one of the company’s trips. This hands-on exposure created authentic “word of mouth” advocacy and turned our agents into genuine brand ambassadors. The results speak for themselves: each Million-Dollar Club member generated over $1 million in annual sales. Today, there are 12 Million Dollar Club members.

Our travel client invested in our CX team, and in turn, our team delivers real-world insights and perspectives that directly support the client’s financial goals. That’s the power of strategic client partnerships in action!

Conduent CX agents and members of the Million-Dollar Club working in Guatemala were recently recognized for their 2024 accomplishments.

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Conduent Named a Leader in 2022 ISG Provider Lens(TM) Contact Center - Customer Experience Services U.S. Report

Mon, 31 Oct 2022 12:45:00 GMT

FLORHAM PARK, N.J., Oct. 31, 2022 -- Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, today announced Information Services Group (ISG), a leading global technology research and advisory firm, has recognized the company as a “Leader” in their 2022 ISG Provider Lens™ Contact Center — Customer Experience Services report , which evaluated the U.S. capabilities of 26 customer experience (CX) providers across four quadrants. Conduent was one of four companies to be designated “Leader” in all four quadrants: Digital Operations, AI & Analytics, Work from Home Services and Social Media CX Service.

The report defines “Leaders” as having a comprehensive product and service offering, a strong market presence and established competitive position. The product portfolios and competitive strategies of “Leaders” are strongly positioned to win business in the U.S. market and represent innovative strength and competitive stability.

Among Conduent’s strengths identified in each quadrant, ISG noted:

Digital Operations : Conduent’s CXNow , a cloud-based technology with a standard agent model, provides full contact center management that spans the customer lifecycle. Conduent has also developed CX Workforce Managed Services that provides customers access to a global pool of multi-skilled, multilingual specialists which can be enabled quickly to respond to peak and periodic demands.
AI & Analytics : Conduent’s investments in proprietary AI are enhanced by strong partnerships with leading AI/ML innovators such as Amazon. Conduent’s AI components allow the delivery of omnichannel personalized communications and enable the best action in real time.
Work from Home Services : Conduent covers a broad range of industry verticals in the U.S. with deep, in-house expertise. Conduent has implemented advanced security solutions for WFH and multifactor authentication for security and can tap into talent worldwide.
Social Media CX : Conduent offers content moderation, and social media servicing and sales, which have seen a surge in requests and significant growth in the past year. Conduent’s virtual-agent AI-conversation platform assists in the completion of routine tasks through digital interactions in social media channels, resulting in more personalized CX.

“This year’s ISG report finds technology playing an increasingly important role in contact center operations. Based on our evaluation, Conduent is a leader in the four key areas that are essential to the CX experience,” said Dr. Kenn Walters, Distinguished Lead Analyst at ISG Provider Lens Research. “Conduent delivers innovative solutions and services for advanced CX across a large client base. Their CXNow cloud based CxaaS solution is of particular interest, offering businesses the people, the processes and platforms — all intelligently and seamlessly bundled together.”

In Q3 of 2022, Conduent had significant CX client wins and renewals on the strengths outlined in the ISG report. For instance, Conduent has grown a long-standing telecom client in Europe to more than 1,000 agents supporting more than five million customer interactions annually. In another Q3 win, Conduent expanded support of a leader in tax preparation services to provide multi-language support via phone and chat channels.

“CX experiences are in the midst of a digital transformation. Conduent quickly advanced the products and services needed to meet this moment and the needs of our customers,” said Randall King, President, Commercial Solutions at Conduent. “Leader recognition from ISG validates the commitment we’ve made to digital and cloud-based solutions and partnerships on behalf of our clients.”

To read a custom version of the report, click here .

About Conduent
Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through our dedicated people, processes, and technologies, Conduent solutions and services enhance customer experience, increase efficiencies, reduce costs, and improve performance for most Fortune 100 companies and more than 500 government entities. Whether it’s touching three out of every four health insured lives and delivering 45% of SNAP payments in the U.S. or enabling 1.3 billion customer service interactions and empowering 10 million employees through HR services worldwide, Conduent services and solutions interact with millions of people every day and move our clients’ operations forward. Learn more at https://www.conduent.com .

Note: To receive RSS news feeds, visit www.news.conduent.com . For open commentary, industry perspectives and views, visit http://twitter.com/Conduent , http://www.linkedin.com/company/conduent or http://www.facebook.com/Conduent .

Trademarks
Conduent is a trademark of Conduent Incorporated in the United States and/or other countries. Other names may be trademarks of their respective owners.

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Conduent Highlights How to Advance the Digital Customer Experience with a Human Touch at CCW Nashville

Wed, 12 Oct 2022 12:45:00 GMT

FLORHAM PARK, N.J., Oct. 12, 2022 -- Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, will host an interactive discussion on customer experience (CX) at the Customer Contact Week (CCW) conference in Nashville , Tenn., on October 13. The session, “How to Enable the Human Side of Digital,” will feature the provider perspective from Conduent and business point of view from Conduent client Groupon (Nasdaq: GRPN).

The scenario-based, interactive session will address how to bring empathy and the human touch into the customer experience, while employing technology and processes to deliver exceptional service.

Ryan Collins , Vice President, Delivery Management, Customer Experience Management from Conduent will be joined by Francisco Toledo , Director of Global Operations from Groupon, to talk about the improved business outcomes and customer interactions they’ve seen from enhanced customer engagement. As part of the conversation, Conduent will share recent findings on the importance of empathy in customer service from its 2022 State of Customer Experience Report .

“Every interaction between a consumer and a brand is an opportunity to either build loyalty or to create a negative perception. Conduent’s leaders in CX have identified the approaches, skills, and technologies that global brands can employ to create powerful customer engagements,” said Jeff Weiner, Vice President and General Manager of Customer Experience Management at Conduent. “By delivering human-centric, omnichannel customer experiences throughout the consumer life cycle, brands can develop a richer relationship with customers that ultimately translates to loyalty and positive upsides to the business.”

The Conduent CX team will be in Booth 217 to discuss how improving customer experience translates into real and positive business outcomes. Conduent will be showcasing CXNow , a CX as a Service solution that provides companies, ranging from midsized to large enterprise, a proven combination of people, proprietary processes and platforms to drive ROI in customer service. Conduent’s contact center services have demonstrable results, including:

40% cost savings while delivering lower call handle times and high quality.
30% reduction in call center inquiries utilizing automated solutions.
75% reduction in call backlog leveraging speech analytics.

About Conduent
Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through our dedicated people, processes, and technologies, Conduent solutions and services enhance customer experience, increase efficiencies, reduce costs, and improve performance for most Fortune 100 companies and more than 500 government entities. Whether it’s touching three out of every four health insured lives and delivering 45% of SNAP payments in the U.S., or enabling 1.3 billion customer service interactions and empowering 10 million employees through HR services worldwide, Conduent services and solutions interact with millions of people every day and move our clients’ operations forward. Learn more at https://www.conduent.com .

Trademarks
Conduent is a trademark of Conduent Incorporated in the United States and/or other countries. Other names may be trademarks of their respective owners.

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Conduent Survey Finds Even Digital Channels Need a Human Touch

Wed, 05 Oct 2022 12:45:00 GMT

FLORHAM PARK, N.J., Oct. 05, 2022 -- In recognition of this year’s Customer Service Week , Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, released its 2022 State of Consumer Experience Report . According to the report, 24% of consumers are willing to end association with a brand after just one bad experience. The positive impact of customer service is also real with 22% of consumers willing to spend more because of a good experience.

“Outstanding customer service is critical to the overall consumer experience and a key factor in building consumer relationships, growing revenue and differentiating brands from their competitors,” said Jeff Weiner, Vice President, General Manager for Customer Experience Management at Conduent. “Human touch is important and can be a differentiator for consumers in customer experience digital channels. Companies win when they strategically leverage data about the end-to-end customer experience to understand the consumer, are knowledgeable and demonstrate empathy – all at the same time.”

Key findings from the Conduent report:

Consumers want conversational customer experiences with 65% of consumers wanting an agent responding in digital channels like chat.

70% of consumers describe customer experience as excellent if they have either a strong relationship with the brand or an interaction that evokes a feeling of "happiness."
74% of consumers said brand interactions were successful because the agent was helpful, which was more important to them than efficiency (53%).

Consumer trust of customer service channels grew

Trust in digital interactions grew from 47% pre-pandemic to 76% post-pandemic.
Trust in both AI and agent chats grew from 39% pre-pandemic to 65% post-pandemic.
Trust in self-serve options grew from 39% pre-pandemic to 73% post-pandemic.

Brands can drive loyalty by understanding customers

The survey suggests there are two ways to win a consumer’s loyalty – being very helpful (49%) and having all the consumer’s information available (34%). In the past 18 months, brands report they are focused on customer service initiatives to increase customer loyalty and attract new customers including:

training and enhanced processes to handle more complexity, offer more empathy and better personalize interactions (50%).
greater emphasis on customer feedback and identifying customer experience gaps (55%).

“To deliver excellent consumer experiences, brands must create a personalized experience while empowering agents to be empathetic and problem-solvers,” said Weiner. “To truly resonate with consumers, customer experience needs to maintain ‘the human element’ and demonstrate expertise. That’s why every year we celebrate Customer Service Week. We celebrate our 27,000 customer service agents who deliver great experiences in every interaction.”

Read Conduent’s full “2022 State of Customer Experience Report” at https://insights.conduent.com/cx-report/conduent-2022-state-of-consumer-experience-report .

For more information on Conduent Customer Experience Management solutions, visit www.conduent.com/customer-experience-management .

Survey methodology: Consumer research included 7,500 online consumer surveys administered by Mobilesquared, a provider of independent mobile market intelligence. Brand research included 120 online surveys plus qualitative interviews with brand leaders administered by Executives in the Know, a global community of CX executives. Both surveys were conducted on behalf of Conduent.

About Conduent
Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through our dedicated people, processes, and technologies, Conduent solutions and services enhance customer experience, increase efficiencies, reduce costs, and improve performance for most Fortune 100 companies and more than 500 government entities. Whether it’s touching three out of every four health insured lives and delivering 45% of SNAP payments in the U.S., or enabling 1.3 billion customer service interactions and empowering 10 million employees through HR services worldwide, Conduent services and solutions interact with millions of people every day and move our clients’ operations forward. Learn more at https://www.conduent.com .

Trademarks
Conduent is a trademark of Conduent Incorporated in the United States and/or other countries. Other names may be trademarks of their respective owners.

Images accompanying this announcement are available at:

https://www.globenewswire.com/NewsRoom/AttachmentNg/191bc225-c8ef-4cc4-96ae-b68ae416235d

https://www.globenewswire.com/NewsRoom/AttachmentNg/8a0fed11-e563-4da0-b83f-18ca3eb779dd

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Conduent Named a Leader in 2021 ISG Provider Lens(TM) Contact Center - Customer Experience Services Reports

Thu, 04 Nov 2021 12:45:00 GMT

Company noted for Customer Experience capabilities and services in Digital Operations, AI/Analytics, Work from Home, Social Media CX

FLORHAM PARK, N.J., Nov. 04, 2021 -- Conduent Incorporated (Nasdaq: CNDT) today announced Information Services Group (ISG), a leading global technology research and advisory firm, has recognized the company as a “Leader” in their 2021 ISG Provider Lens™ Contact Center – Customer Experience Services Global report.

ISG’s 2021 reports evaluated the contact center - customer experience services of 28 companies in four categories – Digital Operations, AI/Analytics, Work from Home, and Social Media CX – across the U.S, UK/Europe and Globally. Conduent was named a leader in all four categories in the United States, and across multiple categories globally. The report defines “Leaders” as having highly attractive product and service offerings, strong market and competitive positioning, and innovative strength and stability.

ISG analyst comments highlight Conduent’s strengths in the following areas:

Successful shift in delivering advanced solutions and automation-based services for its impressive client portfolio and supporting its traditional clients to transition to next-generation CX solutions.
Delivery of intelligent and innovative AI and automation solutions with an extensive partner ecosystem.
Long history of multi-location collaboration tools and methods which it has leveraged into an effective work at home portfolio
Delivery of strong solutions and services within the Social Media CX Services area in the U.S. based on organic and partner ecosystem products, solutions and platforms with innovative analytics and AI capabilities integrated throughout.
Leadership across all Buyer Archetypes, from ISG’s Archetype Report, measuring the capabilities of contact center service providers and their abilities to address the requirements of three typical, frequently encountered archetypes of enterprise buyers (Automation Embracers, Digital Connoisseurs and CX Evangelists.)

“With a renewed focus on strategy and portfolio expansion, Conduent is highly committed to deliver superior customer experience by bringing its differentiated solutions to clients,” said Namratha Dharshan, Director of Research and Principal Analyst, ISG.

“Whether it is a live interaction with a person, a digital interaction or a combination of both, Conduent is committed to providing outstanding customer contact services globally through the channels and tools that clients and customers want,” said Randall King, President, Commercial Solutions at Conduent. “ISG’s recognition of that commitment and leadership is validation that our focus on digital transformation solutions along with our experience and partnerships, is leading the way in delivering exceptional services to our global clients.”

Conduent delivers mission-critical omnichannel customer experience management services and solutions, both human and digital, via its global presence in 24 countries with 114 delivery locations and approximately 60,000 associates.

To read a custom version of the Global report, please click here

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology, and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs, and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including three out of every four U.S. insured patients, 10 million employees who use its HR Services, and nearly 18 million benefits recipients. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in savings from medical bill review of workers compensation claims, up to 40% efficiency increase in HR operations, up to 27% reduction in government benefits costs, up to 40% improvement in finance, accounting and procurement expense, and improved customer service interaction times by up to 20% with higher end-user satisfaction. Learn more at https://www.conduent.com.

Conduent is a trademark of Conduent Incorporated in the United States and/or other countries. All other product and brand names are trademarks and/or registered trademarks of their respective companies.

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Conduent Highlights Commitment to Customer Care During Customer Service Week

Fri, 15 Oct 2021 12:45:00 GMT

FLORHAM PARK, N.J., Oct. 15, 2021 -- Conduent Incorporated (Nasdaq: CNDT), as part of Customer Service Week, recognized the contributions of its nearly 60,000 associates worldwide – including some 37,000 customer support associates. Those associates engage in more than 200 million customer interactions and over 1 billion customer communications each year. The interactions are delivered in 20 core languages from 100 global locations and serve a variety of industries including transportation, banking, healthcare, retail, travel, and government programs.

“Customer service is an integral part of what Conduent does — each hour, every day, all year — but that service is so much more than associates answering questions, providing information, or solving problems,” said Cliff Skelton, President and CEO of Conduent. “Customer service is embedded in our culture where all associates at Conduent are working to help our clients, their customers and their teammates every day. Customer Service Week is an opportunity for us to show our appreciation for our associates across the company.”

There were many inspiring stories shared that showcased how Conduent associates went beyond “typical” customer care and support, including:

Salvaging lost audio files of a customer’s deceased loved one
Implementing a portal, and other tools to improve the employee experience for a large client in 40 countries
Applying nursing experience to help get critical medical assistance for a caller during a support call

“At Conduent, we deliver outstanding service through those that work with customers every day and those that work behind the scenes to support them,” added Randall King, Group President, Customer Experience Management. “Our associates are committed to exceeding our clients’ expectations and truly making a difference in the lives of millions every day.”

Customer Service Week is an international event devoted to recognizing the importance of customer service and the people who serve and support customers. Held annually during the first full week in October, Customer Service Week is celebrated in all 50 states and over 60 countries.

About Conduent

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Conduent Named a Leader in ISG Provider Lens™ Contact Center - Customer Experience Services Reports

Fri, 30 Oct 2020 14:00:00 GMT

FLORHAM PARK, N.J., Oct. 30, 2020 -- Conduent Incorporated (Nasdaq: CNDT) today announced ISG has recognized the company as a “Leader” in their 2020 ISG Provider Lens™ Contact Center – Customer Experience Services Global report and their Europe and U.K. report.

In the global report, ISG points to Conduent’s more than 25 years of experience in customer experience management (CXM) and the contact center industry in designating Conduent as a Leader in the Digital Operations quadrant. In the AI and Analytics quadrant, ISG calls Conduent a chosen leader for its effective use of domain knowledge and technologies to craft customer experience solutions.
Conduent was also named a Leader in Europe and U.K. for its proprietary technology platforms, strong focus on developing industry-specific solutions and established work-at-home practice.

The global report from ISG, a leading global technology research and advisory firm, evaluates the contact center - customer experience services of 22 companies in two quadrants, Digital Operations and AI & Analytics. The ISG assessment of the European and U.K. markets evaluates Digital Operations of 20 companies. The assessments measure service providers on a variety of capabilities, including end-to-end contact center services, digital technology offerings, work-from-home solutions and analytics capabilities. The report defines “Leaders” as having highly attractive product and service offerings, strong market and competitive positioning, and innovative strength and stability.

“Conduent brings decades of industry experience, backed by multifaceted services, mature delivery operations and a broad technology portfolio, to transform customer experience. With a promising growth rate and growing investments on technology, Conduent is well-positioned to address enterprises’ customer experience needs,” said Namratha Dharshan, Director of Research and Principal Analyst, ISG.

“We appreciate ISG’s recognition of our continued commitment to service excellence and investment in digital transformation solutions,” said Randall King, Global Head, Customer Experience Management at Conduent. “As a leader in this space, we continue to leverage our considerable experience, partnerships and leading digital technologies that allow us to meet the ever-evolving needs of our clients. We are laser-focused on delivering exceptional services to our global clients.”

ISG names Conduent a "Leader" in Digital Operations in their 2020 global report.

ISG names Conduent a "Leader" in AI & Analytics in their 2020 global report.

ISG names Conduent a "Leader" in Digital Operations in their Europe & U.K. global report.

Global Recognition
In the Digital Operations quadrant, Conduent was recognized for its evolving partnership ecosystem, industry-focused service portfolio and improving cost efficiencies.

In the AI & Analytics quadrant, Conduent ranked in the “Leader” category for its enterprise platforms to drive digital transformation, investment in talent and analytics deployment to improve customer experience. As noted in the assessment, Conduent, a dominant player in this market, has “upped its game” in the area of digital transformation and has the scale and technologies to serve clients of all sizes.

Europe/U . K . Assessment Highlights
The Europe and U.K. report recognized Conduent’s investment in technology to gain critical insights into their clients’ customers, help improve end user experience, transform information into intelligent content for more personalized communications, as well as reduce costs for clients. The assessment also acknowledged Conduent’s operational flexibility and work-at-home capabilities.

Conduent delivers mission-critical omnichannel customer experience management services and solutions, both human and digital, throughout the entire customer life cycle, ensuring personalized, empathetic end-user experiences to reduce costs, expand scale, and grow revenue, while driving insights, speed to resolution and customer satisfaction. Conduent has a global presence in 23 countries with 114 delivery locations and a total headcount of around 64,000 employees.

To read a custom version of the Global report, please click here

To read a custom version of the Europe and U.K. report, please click here

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 11 million employees who use its HR Services , and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review of workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com .

Conduent is a trademark of Conduent Incorporated in the United States and/or other countries.

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Conduent Deepens Focus on Client Service Delivery and Utah Community with New State-of-the-Art Global Command Center

Wed, 21 Oct 2020 15:28:00 GMT

Sandy, Utah facility brings more than 80 technology-focused jobs to the state, providing 24/7 monitoring and response for business and government clients globally

Utah Lieutenant Governor Spencer Cox, Conduent CEO Cliff Skelton and Conduent Global Head of Technology & Operations Mark Prout gathered virtually for the opening and video tour of the facility

FLORHAM PARK, N.J. and SANDY, UTAH, October 21, 2020 — Conduent Incorporated (Nasdaq: CNDT), a business process services and solutions company, today unveiled its state-of-the art Command Center for IT Operations in Sandy, Utah, representing a significant enhancement in service quality for clients globally and a meaningful investment in the local community. Utah Lieutenant Governor Spencer Cox, Conduent CEO Cliff Skelton and Conduent Global Head of Technology & Operations Mark Prout joined together virtually for the opening and video tour of the facility.

Located in the growing high-tech hub in the Salt Lake City area, the Command Center is the latest example of Conduent’s companywide transformation rooted in an increased focus on quality, efficiency and growth. The new facility, which opened earlier this year, provides proactive, real-time monitoring of applications and service performance 24 hours a day, 365 days a year.

“As a center for growth in the technology field with an ever-growing economy and global influence, Utah is an ideal location for Conduent as a world leader in its field,” said Lieutenant Governor Cox. “Conduent’s selection of Sandy, Utah to establish its new Command Center is evidence of why we are all proud to call Utah home. We are excited for this latest example of our long and successful partnership with Conduent and the impact it will have on our state and economy – not only for the quality jobs it brings to our technology sector, but also for the elevation of Utah’s place in the world market that their presence here brings.”

Utilizing the latest in information technology, including a 30-foot video wall, associates have a comprehensive view to monitor systems and deliver more seamless and reliable service to Conduent’s global clients. These include many of the most well-known brands in the healthcare, retail, travel and transportation, insurance, and financial services sectors, among many other industries, as well as government agencies.

“Our corporate and government clients count on Conduent’s 60,000-plus expert associates, innovative technology and high-quality service delivery to help manage their essential operations successfully and cost efficiently,” said Skelton. “Conduent provides mission-critical services and solutions, such as claims processing, customer support, benefits administration and payment solutions, that millions of consumers, patients, commuters and workplace professionals rely on each day. The Sandy Command Center builds on our strong, long-standing presence in the state and allows us access to the region’s growing, highly-skilled, talented workforce.”

"Sandy, Utah has the second-highest number of tech companies of all the state’s municipalities,” said Theresa A. Foxley, president and CEO of the Economic Development Corporation of Utah. “The company’s continued expansion here shows that Conduent is confident in finding the talent to help the company grow.”

With a presence in Utah for more than 20 years, Conduent employs more than 400 associates statewide. In Utah, Conduent provides a range of transaction and data services to the Departments of Human Services and Workforce Services, as well as Salt Lake County. In addition to serving these Utah clients, the Command Center will serve as a central information and data hub for accounts around the globe.

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review of workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.

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Conduent Named Corporate Associate of the Year by National Child Support Enforcement Association

Wed, 14 Aug 2019 12:45:00 GMT

FLORHAM PARK, NJ, August 14, 2019 — In recognition of its many years of advocacy and active partnership with stakeholders in the child support community, Conduent Incorporated (NYSE: CNDT), a digital interactions company, received the 2019 Corporate Associate of the Year Award from the National Child Support Enforcement Association (NCSEA).

The award was presented this week at the association’s annual Leadership Symposium in Minneapolis, which drew more than 700 child support and human services professionals from across the county to network, learn, share and build leadership skills. The event coincides with Child Support Awareness Month.

“Conduent has been a consistent and dedicated champion of NCSEA for many years, providing both financial and volunteer support,” said NCSEA President Craig Burshem. “The expertise and support they provide year-round is essential to NCSEA and the child support community. Conduent representatives serve NCSEA through consistent and enthusiastic volunteer support, with representatives on the NCSEA Board of Directors and 10 committees and subcommittees.”

For more than 25 years, Conduent has served child support agencies, helping them to improve services for citizens. The company currently processes more than one-third of the nation’s child support payments every year and is an industry leader in accuracy, efficiency and reliability. Conduent’s ExpertPay™ platform handles approximately $2 billion in payments annually from employers, payroll processors and individuals.

“This is a tremendous recognition for our team of subject matter experts, who tirelessly contribute their time and expertise to the child support community,” said Marcus Collier, Group Chief Executive, Conduent Government. “Our partnership with NCSEA reinforces the collaborative and cooperative spirit that’s so essential to helping our clients address their fiscal, operational and technological needs.”

Collier joined Scott Cade, Vice President, Child Support Services, and other child support subject matter experts, including Robbie Endris, Hal Carl and Alex Camacho, in accepting the award on behalf of the company. While at the Leadership Symposium, Conduent team members also shared their expertise during a series of panel discussions and instructional sessions.

Conduent helps government agencies transform their operations and business processes to better serve constituents. Driving innovation through analytics, research and data, Conduent offers solutions for government payments and health care, as well as eligibility and enrollment, child support and case management.

About Conduent

As one of the largest business process companies in the world, Conduent manages mission-critical digital interactions at massive scale – helping global businesses and governments stay ahead of rapidly evolving expectations. We leverage the power of cloud, mobile and IoT, combined with innovations in automation, AI and blockchain technologies, to elevate every constituent interaction, and deliver advanced digital experiences that are more efficient, seamless and satisfying. It’s why a majority of Fortune 100 companies and over 500 government entities depend on Conduent to manage essential interactions on their behalf and move their operations forward.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S., 11 million employees who use our HR Services, and nearly 9 million people who travel through toll systems daily. Whether it’s digital payments, medical claims administration, eligibility and enrollment, transportation and mobility systems, end-user engagement or benefit administration – Conduent makes every interaction more individualized, immediate and intelligent. Learn more at www.conduent.com.

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Conduent Completes Sale of Portfolio of Select Customer Care Contracts to Skyview Capital

Mon, 04 Feb 2019 11:45:00 GMT

FLORHAM PARK, N.J., Feb.4, 2019 – Conduent Incorporated (NYSE: CNDT) today announced it has completed the sale of a portfolio of select standalone customer care contracts to Skyview Capital LLC, subject to delayed transfer of certain assets in some countries pending fulfillment of legal requirements.

The sale was announced on Oct. 1, 2018.

This portfolio is part of the previously announced plan to divest $1 billion in revenue associated with non-core assets. The completion of this transaction concludes that divestiture plan.

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About Conduent

Conduent creates digital platforms and services for businesses and governments to manage millions of interactions every day for those they serve. We are leveraging the power of cloud, mobile and IoT, combined with technologies such as automation, cognitive and blockchain to elevate every constituent interaction, driving modern digital experiences that are more efficient, helpful and satisfying.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily. Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent serves a majority of the Fortune 100 companies and more than 500 government entities. Learn more at www.conduent.com.

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Conduent Announces Agreement to Sell Portfolio of Select Customer Care Contracts

Mon, 01 Oct 2018 10:51:00 GMT

FLORHAM PARK, N.J., Oct. 1, 2018 – Conduent Incorporated (NYSE: CNDT) today announced it has entered into a definitive agreement to sell a portfolio of select standalone customer care contracts to Skyview Capital LLC, a privately held investment firm headquartered in Los Angeles, Calif.

This portfolio, which generated approximately $500 million in revenue in 2017, is part of the previously announced plan to divest $1 billion in revenue associated with non-core assets. Once this transaction closes, it will conclude that divestiture plan. This divestiture amplifies Conduent’s ability to focus on higher value-added, platform-enabled Business Services.

Moreover, this divestiture is aligned with Conduent’s strategy to reposition the company and redeploy its capital on technology investments in growing its core businesses.

The transaction, which is subject to certain regulatory approval and customary closing conditions, is expected to close during the fourth quarter of 2018.

UBS Investment Bank is serving as financial advisor and Sheppard Mullin is serving as legal counsel to Conduent.

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Conduent Showcases Leadership in Healthcare Business Process Services with Everest Group Recognition

Tue, 03 Apr 2018 12:30:00 GMT

FLORHAM PARK, N.J. –A recent report from consulting and research firm Everest Group cements Conduent’s status as a leader in healthcare business process outsourcing (BPO).

The report, titled “Healthcare Payer BPO – Service Provider Landscape with Services PEAK Matrix^TM Assessment 2018,” named Conduent to its highest designation – “Leader” – noting the company has a rare ability to service a variety of plan markets, with a special focus on helping clients improve members’ operations at higher value.

These findings fortify Conduent’s credentials for healthcare buyers relying on the company’s healthcare payer solutions, which are used by all of the top 20 U.S. health plans. Healthcare buyers can use Everest Group’s PEAK Matrix — a framework that provides an objective, data-driven comparison of healthcare payer BPO service providers based on their market success and delivery capability — to evaluate providers’ strengths and weaknesses.

Everest Group named Conduent a leader for its ability to service the Medicaid and commercial plan markets, making the company one of the rare entities that can serve both sides. Additionally, Conduent is one of the few companies with capabilities to meet client needs by distributing workloads as well as serve Spanish-speaking population groups.

"The healthcare market has become increasingly complex, creating more of a need for payers to engage their members and help them navigate the abundance of healthcare choices available, while streamlining operations to drive efficiency and cost savings,” said Robbie Willett, general manager, Conduent, Healthcare and Insurance.

The report also noted Conduent holds the advantage of having a diversified client base and access to many data sets, helping drive initiatives like identifying at-risk populations, known as population health. Everest Group also found buyers appreciate Conduent’s relationship management, stable senior leadership team and extensive training programs.

“Conduent’s scale and scope, coupled with its claims- and member-focused services delivered digitally, helps clients enhance their member experience and reduce costs,” said Naman Sharma, senior analyst, ‎Everest Group. “Conduent has a history of serving both government and commercial side of the market, and offers a diversified skill set to meet clients’ needs in an ever evolving field.”

Conduent’s Healthcare Payer Solutions reach all touchpoints for members, transforming their experience. The company has a proven track record of developing contact center outsourcing solutions spanning over two decades, with roughly 10,000 agents dedicated to health plans.

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About Conduent

Conduent (NYSE: CNDT) is the world’s largest provider of diversified business services with leading capabilities in transaction processing, automation and analytics. The company’s global workforce is dedicated to helping its large and diverse client base deliver quality services to the people they serve. These clients include the majority of Fortune 100 companies and over 500 government entities.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily. Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both its clients and their constituents. Learn more at www.conduent.com.

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Conduent Report: Half of Consumers Dissatisfied With Their Technology Suppliers

Thu, 26 Oct 2017 12:30:00 GMT

FLORHAM PARK, N.J.– We’ve all experienced a frustrating interaction with customer service. You call expecting a simple resolution to a problem, but 30 minutes and multiple customer service representatives later, you’ve had to repeat your account information and issue for each person you’ve spoken with and still haven’t resolved the problem. Therefore, it’s not surprising to learn that half (47 percent) of technology supplier customers are dissatisfied, according to a new analysis from Conduent Incorporated (NYSE: CNDT) - the first in a series of reports on the state of customer experience across the high tech, communications, and media industries.

Personal Data Use Improves the Customer Experience
Despite most (76 percent) customers providing personal data to their technology suppliers (hardware suppliers, ecommerce websites, software providers, etc.), 59 percent of customers believe these brands do not know them, an increase of 16 percent from just two years ago. While using data more effectively has been a major focus for technology brands to improve the customer experience, the research shows a divide exists between the data coming in and the enhanced experience customers receive.

With 8 percent of customers willing to change suppliers if their data was used in a better way and 14 percent willing to change suppliers for better service, high tech suppliers need to create a tangible value exchange for personal data. Putting customer data to good use and demonstrating time and cost savings gives the sector a huge opportunity to improve satisfaction, customer experience and drive loyalty.

“Data, predictive analytics and automation are combining to enable new levels of immediacy, personalization and convenience across channels and can help close the gap in customer experience,” said Christine Landry, group chief executive, Consumer & Industrials, Conduent. “By getting to better know the customer and their preferences, we boost efficiency and improve their experience across all the places they interact with a brand, which increases brand loyalty and ultimately cost savings for the provider.”

Secure Data is Critical
At the same time, customers still have concerns about the security of their data and how it will be used. Technology brands need to assure customer data is secure and will be used to tailor communications to better serve them. And soon, technology brands in Europe will be under increased regulation under the General Data Protection Regulation (GDPR) to help ensure that customer data is protected – or face penalty.

Brands applying customer data securely and in the right way will be able to deliver an enhanced support experience to 100 percent of the customers that provide personal data. Data must be centralized and accessible to ensure a consistent and seamless experience regardless of the channel the customer uses to interact with the brand.

Brands Now Must Appeal to Three Types of Customers

Do-It-Yourself Heroes (24 percent of respondents) are digitally immersed and will look to self-help (website self-help, app self-help, and virtual assistant) to avoid person-to-person interaction.
Digital Conversationalists (27 percent of respondents) like to engage with people digitally (email, website web chat, social media) and are inclined to self-solve.
Conversationalists (49 percent of respondents) seek human interaction through face-to-face or phone communication.

The Customer Journey is Going Digital

Digital channel usage (email, website webchat, social media, self-help, etc.) has increased 65 percent between 2015 and 2017.
On-device help, social media and virtual assistant are three channels that are expected to experience the largest usage increase.

With Multiple Channels, Consistency is Key

Brands are receiving more than 80 percent of questions over four different channels, but customers experience stark differences in satisfaction between these channels.
Brands need to do more than just offer customer service over multiple channels, they need to focus on creating a consistent experience across all channels offered.

Resolution Needed in 10 Minutes or Less
According to our research, 10 minutes or less is the optimal time period to satisfy customers across the majority of channels.

“New technology gives us endless ways for customers to interact with the brand, but most tech brands are offering disjointed and siloed ‘omnichannel-esque’ support today, leading to lower satisfaction,” said Landry. “Our research has identified the need for an enhanced experience across every touch point that matches the quality and experience of the products and services tech brands sell. Conduent’s next-generation customer care enables our clients to connect seamlessly with their customers via the communication channel of their choice.”

Conduent has more than 25 years of experience providing call center services for global companies and handles more than 2.5 million daily interactions in 30 languages with customers of the world’s top brands.

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About the Study:
The State of Customer Experience 2017 study was conducted via an online panel in August and September 2017 on behalf of Conduent and surveyed 6,000 consumers in the United States (2,400), the U.K. (1,200), Germany (1,200) and the Netherlands (1,200). The study will be available in three editions: Technology Edition, Communications Edition and Media Edition. Conduent measured the state of customer experience in the same industries in its Customer Experience 2015 study.

About Conduent
Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation and analytics. The company’s global workforce is dedicated to helping its large and diverse client base deliver quality services to the people they serve. These clients include 76 of the Fortune 100 companies and over 500 government entities.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily. Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both its clients and their constituents. Learn more at www.conduent.com.

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Conduent’s Work in Banking, Healthcare, and Business Services Recognized by Everest Group

Wed, 20 Sep 2017 12:30:00 GMT

FLORHAM PARK, N.J.– Conduent Incorporated (NYSE: CNDT), a leading business services provider, has recently earned strong positions in four Everest Group research reports focused on multiple industries. From banking and healthcare, to automation and outsourcing, Conduent is well positioned to transform businesses through innovation, expertise and valued partnerships.

Covering a wide range of industry expertise, Conduent is positioned as a Major Contender in the following Everest Group reports:

Banking BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2017
Life Sciences BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2017
Business Process Services Delivery Automation (BPSDA) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

Conduent also earned status as a Leader in the Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017.

Everest Group uses its PEAK Matrix to provide an objective, data-driven comparative assessment of service providers based on their overall delivery capabilities and market success in outsourcing revenue, clients, and year-to-year growth.

“When we launched Conduent as an all-new company, we sharpened our focus on our go-to market capabilities, as well as consistency in applying our automation and analytics solutions, innovation and expertise,” said Pratap Sarker, Conduent, group chief executive, Financial Services & Healthcare. “The recognition from Everest Group is proof that Conduent brings a number of key strengths to the banking, healthcare and business services industries. We continue to make investments in these areas to provide our customers and their end users with exceptional experiences.”

Conduent has 40 years of expertise in transforming banking, insurance and capital market organizations through front- and back-office services including automated customer acquisition, onboarding, fulfillment, servicing, and recovery. Conduent’s self-service tools have helped financial institutions deflect an average of 20 percent of calls, increasing efficiency for the bank and the end user.

In healthcare and life sciences, Conduent employs 500 clinicians who work directly with clients to help constituents make the right plan choice, understand their coverage and health risks, connect with the right providers, access prescriptions, and improve care plan adherence. Serving nine of the top 10 pharmaceutical and life science companies, Conduent’s breadth of offerings include clinical trial support, customer care and communications, patient access solutions, and behavior modification/counseling.

As multiple digital elements disrupt the business services status quo, Conduent helps companies evolve and stay relevant with automated services and modern contact center outsourcing. Through tools such as robotic process automation (RPA), virtual agents, and machine learning, Conduent enables new models of customer support to drive cost out of standardized processes. Their work with more traditional call center outsourcing continues to evolve as well, with 160 global customer care centers handling more than 2.5 million daily interactions with customers for some of the world’s top brands in 30 different languages.

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About Conduent
Conduent (NYSE: CNDT) is the world’s largest provider of diversified business services with leading capabilities in transaction processing, automation and analytics. The company’s global workforce is dedicated to helping its large and diverse client base deliver quality services to the people they serve. These clients include 76 of the Fortune 100 companies and over 500 government entities.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily. Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both its clients and their constituents. Learn more at www.conduent.com.

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Conduent Named as a Leader in the 2017 NelsonHall NEAT in Customer Management Services in Telecommunications

Mon, 15 May 2017 13:00:00 GMT

Conduent Incorporated, (NYSE: CNDT) the world’s largest provider of diversified business process services, has been named a ‘Leader’ among customer management services (CMS) vendors in telecommunications by research firm NelsonHall.

The recognition comes from the 2017 NelsonHall Vendor Evaluation and Assessment (NEAT) report on CMS in Telecommunications.

“Today, telecommunication companies’ customers expect a personalized, on-demand, multichannel experience at a minimum,” said Christine Landry, group chief executive, Consumer & Industrials, Conduent. “With our automation and analytics-driven solutions, our clients can deliver a personalized experience via chat, social media or the phone that leads to a tailored positive outcome for each of their customers; a true-to-brand experience.”

Conduent has more than 25 years of supporting the customer experience around the globe in more than 30 languages and continues to be recognized by leading industry analysts for leadership in this area. Customers include the users of four out of five of the world’s top mobile phone manufacturers, assisting 20 million smartphone users each month with remote email configuration.

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Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily.  Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both its clients and their constituents. Learn more at www.conduent.com.

About NelsonHall
NelsonHall is the leading BPS and IT services research firm with analysts in the U.S., U.K., and Continental Europe. The company takes a global approach to analysis of vendors and outsourcing markets and is widely respected for the quality and depth of its research. With its “Speed-to-Source” initiative, including NEAT, NelsonHall is helping buy-side organizations significantly reduce the time and cost associated with BPS and ITS sourcing projects.

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Conduent Named a Worldwide Leader in Gartner’s Customer Management Contact Center BPO Report

Thu, 04 May 2017 12:00:00 GMT

FLORHAM PARK, N.J.– Industry research firm Gartner, Inc. placed Conduent Incorporated (NYSE: CNDT), in the Leaders Quadrant of its March 2017 Magic Quadrant for Customer Management Contact Center BPO (Business Process Outsourcing), Worldwide.

The Magic Quadrant is a proprietary research tool developed by Gartner that evaluates companies on completeness of vision and ability to execute.

“Companies today are struggling to meet the demands of a personalized, on-demand, multichannel customer experience,” said Christine Landry, general manager, Commercial Sector, Conduent. “Our automation and analytics-driven solutions allow us to understand, predict and address customer needs, which sets us apart from other vendors on the market.”

Conduent has more than 25 years of supporting the customer experience around the globe in more than 30 languages. Customers include the users of four out of five of the world’s top mobile phone manufacturers, assisting 20 million smartphone users each month with remote email configuration.

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Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily.  Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both its clients and their constituents. Learn more at www.conduent.com.

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