A leading global logistics company faced challenges with limited Spanish language support, rising customer service demands, decentralized billing, and inconsistent global service delivery. Conduent launched a pilot with 25 Spanish-speaking agents, which expanded into a large-scale operation of over 1,000 agents supporting multiple business lines across voice, chat, email, and billing. Leveraging operations and project management expertise, Conduent provided scalability, flexibility, and peak season management. The partnership improved service efficiency by 20 percent, cut costs by 40 percent, exceeded sales goals by delivering 110 percent of targets, and earned the client top ranking as America’s Best Customer Service Organization.

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