BPO Company Profile: Convergys Corporation

Convergys is a leading business process outsourcing (BPO) company that provides customer management and information management services to its clients. The company was established in the year 1998 and is headquartered in Ohio of United States. They employ more than 75000 employees in their various delivery centers spread across the world. Convergys has set up 68 contact centers in various parts of the world including India, Philippines, Vietnam, Indonesia, US, Canada, Costa Rica, South America, Middle East and Africa.

Convergys logo

Convergys offers their solutions to varied industry verticals including automotive, communications, financial services, government, healthcare, manufacturing, retail, technology, and transportation.

Convergys Business Offerings

    1. Customer Solutions
      • Consumer Support
        The services include multi shore solutions, home agent solutions, customer satisfaction measurement solutions; managing inbound/outbound campaigns and customer retention programs.
      • Technical Support
        The services include networking, telecommunications, serving new users to IT professionals, provide, live voice/chat contact channels, network scoping and troubleshooting, hardware & software support.
      • Back Office
        The services include correspondence processing; order provisioning, account maintenance, order-to-cash.
    1. Multichannel Interaction solutions
      • Intelligent Interaction Solutions
        The services include intelligent self service solutions, intelligent notification solutions, intelligent assisted service solutions, professional services.
      • Hosted Contact Center Solutions
        These include managed services, on-demand services, monitoring and management, professional services.
      • Mobile Messaging Solutions
        The service includes intelligent advertising solutions, multichannel messaging solutions, device independent visual voicemail solutions, mobile payment solutions, text messaging and routing solutions.
    1. Analytics solutions
      • Satisfaction and loyalty Research
        The service includes post contact surveying, relational loyalty research, segmentation and profiling
      • Customer Experience consulting
        Repeat call analysis, customer interaction assessment, chat optimization, IVR optimization.
      • Integrated Contact Center Analytics
    1. Business to Business Sales Solutions
      • Inside sales/account management
        The service includes account management, team selling, sales optimization analytics, and marketing support.
      • Service contract sales
        The service includes service renewals, new sales attached at point-of-sale, sales optimization analytics.
      • Sales and marketing support
        These include new item introduction, renewal notification, online support tool, market research, marketing planning and collateral, technical assistance for resellers and small commercial accounts.
    1. Collections Management Solutions.
      This includes early stage collection, late stage collection and collection treatment analytics.

Management

      • Jeff Fox is the president and CEO of Convergys.
      • Andre S. Valentine serves as the CFO of Convergys.
      • Andrea J. Ayers is the COO of the Customer Management, Convergys Corporation

Read more about the Management Team

Financial Results

The operating revenue for the second quarter 2012 is $491 million which is 3% up when compared to previous year second quarter results.

Awards and Recognition

      • Best outsourced provider by Call Center Excellence awards, 2012.
      • BPO employer of the year awarded by International ICT Awards, 2012
      • Winner for the second consecutive year of CRM Magazine Service Leaders Awards, 2012

Contact Address

Convergys can be contacted at below mentioned address

Convergys Corporate Headquarters, 201 East Fourth Street, Cincinnati, Ohio 45202

+1 513-723-7000 / +1 888-284-9900

Or visit the link




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