destinationCRM.com — CRM Buyer's Guide
201 East Fourth St.
Cincinnati OH 45202

PH: 800-344-3000
Visit their Web site: www.convergys.com
Year Founded: 1998
Ownership: Public
Stock Symbol: CVG
Number of Employees: over 1,000

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About Convergys Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees in 33 countries around the world. Visit www.convergys.com to learn more about us.

Product Description

Today’s business leaders are focused on implementing digital transformation, with the goal of making channels transparent to their customers. Convergys’ Outcome-based delivery model takes the risk out of digital transformation by providing Service Level Agreements based on achievement of key performance metrics. Our comprehensive solutions support self-service, agent assisted self-service, and agent interactions to enable frictionless customer experiences.

Whitepapers, Archived Webcasts and Sponsored Content
  • Save on Your SpeechTEK Registration with Our VIP Code
    Convergys is proud to be the exclusive Diamond Sponsor of SpeechTEK 2018. Use VIPCON to save 25% on your registration, and be sure to visit us in booth #301.
  • Virtual Assistant Solutions
    Learn how you can deliver conversational customer care across all channels.
  • Fraud and Compliance Solutions
    Learn how to protect your customers from internal and external threats.
  • The State of IVRs in 2018 Roundtable Webinar
    Join Darla Tucker, Convergys Director, Customer Solutions, and a panel of industry experts as they explore "The State of IVRs in 2018: Speech-Enabled IVRs are Thriving" on Wednesday, March 14, 2018 at 11:00am PT / 2:00pm ET. This live roundtable webinar will help you understand why optimizing your IVR is critical to your success and provide insights into new technologies such as visual IVR, conversational customer care, and artificial intelligence.
This company is listed in the following categories:
AnalyticsBig Data CRMCloud-based CRMConsumer Packaged Goods
Customer Service/Call CentersEducationEnterprise CRMFinancial Services/Banking
Professional ServicesRetailSMB/Mid-market CRMSocial CRM
Articles Mentioned
Convergys Launches ConvergysCX
ConvergysCX is a cloud-based voice of the customer solution.
Cost Considerations Become a Top Concern
As products largely become commoditized and differentiation is harder to come by, cost clearly is setting some vendors apart in 2017.
Bigger Data vs. Smarter Data? Smarter Wins
Mining customer interactions for compelling insights can drive big gains.
Just How Important Is Customer Service to Customer Loyalty?
It turns out other factors are bigger. But here's why it matters.
U.S. Contact Centers Added 50,000 New Jobs in 2014
Three consecutive quarters of job growth revive U.S. contact center industry.
The New Roles of Customer Service Outsourcers
Labor rates are no longer the main concern as companies consider outsourcing their contact centers.
The 2014 CRM Service Leaders
Convergys Will Acquire Stream for $820 Million
The deal brings together two powerful contact center services outsourcing firms with global operations.
The Power of Dynamic Decisioning
Give your contact center the tools to increase brand loyalty and revenue too.
Convergys to Acquire Datacom Assets
The deal adds 15 Asian languages to Convergys' offerings.
Contact Centers Are a Growing Industry
A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market.
Discover Is a Contact Center Superstar
The credit card company collects three Contact Center Excellence Awards from IQPC.
Convergys Adds Optimization Solutions to its Analytics Portfolio
New solutions analyze why callers do what they do and what to do to address their concerns.
Convergys Names New CEO
Andrea Ayers will succeed Jeff Fox
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
Convergys Awarded Patent for Customer-Focused Linkage Analysis Method
Technique links IVR interactions with caller satisfaction to pinpoint navigation pain points.
Convergys Introduces its Smart Retail Energy Solution
The application promises to improve performance and reduce costs across the customer lifecycle.
The 2012 Service Leaders
Convergys Launches Convergys CRM 2.0
The new release is geared toward communications and utility providers.
Can Mobile and IVR Avoid a Fight?
Customer interaction technologies should support one another, not compete
Can Voice Biometrics Hack Computer Security?
Speech technology can protect customer data against small-scale attacks.
IVR Market to Reach $2.78 Billion by 2017
A new report from GIA identifies a greater use among SMB, innovative pricing strategies, technological advances, and open-standards development as the key drivers of growth.
Debunking Web Chat Myths
Plus five tips to leverage chat for your business
Who Should Be the Master of Your Customer Data?
The virtual entity model delivers immediate benefits
Convergys Releases Convergys CRM Powered by Microsoft Dynamics CRM 2011
The solution is geared toward global utility and telecommunication providers.
Social Media Interaction a Challenge for Web 2.0 Sites Too
How companies can reap the benefits
The 2011 Service Leaders
Tackling Tech Complexity
Focus on innovation and improving the customer experience.
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
3 (Easy) Keys to a Successful CRM Application
Why intelligence and productivity should drive development.
Going Viral: Social Media and Customer Service
How to embrace social engagements in the contact center.
The Gartner Magic Quadrant for Contact Center Infrastructure Gets Rebuilt
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
Strategic Partnerships May Be Your Most Important
Find the right partners to thrive in an economic recession.
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
Turn Your Satisfied Customers into Loyal Ones
Nurturing customers with analytics.
The Advantages of On-Demand Speech Technology
SpeechTEK 2009: This year's closing keynote panel examines speech solutions delivered via the software-as-a-service model.
Running Your Speech Solutions Clean in Lean Times
SpeechTEK 2009: Presenters suggest that, even in a time of lowered budgets, it's possible to achieve implementations of high value.
Convergys Launches Voice-Authentication Solution
Security based on voice biometrics enables companies to register the voice signatures of customers and employees.
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Re:Tooling -- Interactive Voice Response (IVR): Dial-Up Innovation
Speech-enabled interactive voice response systems now involve other customer channels.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Tech Support: The New Customer Loyalty Engine
Don't neglect relationships at this crucial touch point.
Few Changes in Gartner Magic Quadrant on Contact Center Infrastructure
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
Convergys Converges on Communications Service Providers
The relationship management vendor unveiled Customer Service Manager 5.0 to help streamline processes in a telecommunications market growing in complexity.
Convergys to Acquire Intervoice for $335 Million
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Heavy Competition Continues to Drive the BPO Market
An ever-growing number of countries and companies are competing for attention in the business process outsourcing field -- and the top vendors are finding ways to expand their revenue streams and delivery options.
Market Focus: Telecommunications -- The Plight of the Wirelines
With wireless encroaching one coverage bar at a time, wireline providers are struggling to revamp their customer strategies.
Speak Up!
11 strategies to ensure that you're hearing your customers loud and clear.
Paper Cuts
Most of your customers now say they prefer electronic bills to paper ones. This can be great news--provided you make the most of the opportunity to strengthen the customer relationship
Contact Centers Slip in Outsourcer Rankings
The quality is still there for call center vendors, but other outsourcers are challenging their position, according to a consultancy's new research.
The 2007 Service Leaders, Part 2
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
ClientLogic and Sitel Emerge as Sitel
With the merger complete, the two BPO powerhouses announce new unified branding and a refreshed approach to the industry.
Home Bodies
Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model.
BPO Big Boys Will Blend
ClientLogic and SITEL enter a merger agreement to form a massive organization spanning six continents; one analyst says the global footprint is "essential in today's space."
SAP Offers Customers Benchmarking Aids
The business software vendor teams up with its user group to develop meaningful metrics for call centers; other benchmarking tests are on the way.
7 Strategies for Partnering With Outsourcers
Overlooking these simple partnership practices may scrap any hope of delivering a seamless customer service experience.
The 2006 Service Leader Awards, Part 2
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Avoiding the M&A Customer Satisfaction Trap
How companies can use customer service to enhance the value of M&A.
NA Contact Center Outsourcing Strengthens
An analyst report predicts that more U.S. and Canadian companies will engage in BPO to fight competition from other regions.
The Year in (P)review
Looking back, and to the future: CRM trends and events to watch.
Avoiding the Speech Rec. Wreck
Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off.
When Disaster Strikes
CRM technology can help put the pieces back together.
Striking the Right Balance
Strategic focus drives revenue and customer satisfaction growth, and lowers customer care costs.
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July 26, 2005
Dictaphone introduces a new medical speech recognition solution; Five9 opens Centers of Excellence; Parature hires a new CFO; and more.
IT and BPO Contract Sizes Decline
The number of offshore suppliers and more client selectivity are contributing to the drop.
An Inside Look at Outsourcing
The ink is dry on the contact center outsourcing contract. Now what? We take a look at five factors companies need to evaluate over the course of the agreement to ensure a smooth-running partnership.
Convergys Is Buying Deloitte's F&A BPO Business
Adding account control may lower the outsourcer's customer acquisition costs.
June 6, 2005
NICE completes its Dictaphone acquisition; Nortel announces its first-quarter results; Pivotal hits the books in Canada; and more.
Earnings Roundup: April 29, 2005
RightNow reports strong earnings; Convergys's operating income drops; and more.
What Consumers So Desperately Need
May the efforts of the 2005 Service Leaders, Service Excellence, and Service Elite award winners continue to build and maintain consumer trust and satisfaction.
The 2005 CRM Service Leaders--Part II
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
March 29, 2005
PUMA North America making the shoe fit with SPSS; Oracle acquires Oblix; Vuepoint launches Learning System 5.0; and more.
January 27, 2005
Advanced Info Service selects Convergys for customer care; NuTech Solutions makes a number of key appointments; Best Software updates ACCPAC CRM; and more.
January 19, 2005
NetSuite announces an aggressive subscription discount offer; Convergys opens up its fourth quarter books; EADS partners with Axcess; and more.
6 Secrets to Selecting the Right Contact Center Location
Critical for success is a balanced solution that meets the needs of both an organization and its customers.
December 16, 2004
Cincom Systems announces its second deployment for Milacron; Qatar Telecom goes live with Convergys; KnowNow donates software to RAINN; and more.
December 2, 2004
NetSuite announces NetSuite Holiday Mall; Sales Performance International launches a new consulting practice; Verint reports third quarter results; and more.
Wires: News and Technology for November 19, 2004
Convergys buys Finali; White Pajama puts its name to sleep; BlueRoads and SugarCRM announce new releases; and more.
Transactions: Customer Wins for November 9, 2004
Design Within Reach chooses Iphinity Call Center; Convergys signs multiyear contract with Wachovia; 7-Eleven implements Cognos; and more.
Transactions: Customer Wins for November 2, 2004
Marines are gung-ho about Oracle; Convergys signs multiyear contract with Wachovia; Quaero has new clients; and more.
In the Money: Vendors Announce Quarterly Earnings
Many CRM providers, including the leading enterprise players, are experiencing strong growth.
Wires: News and Technology for September 10, 2004
Verint Systems reported record sales of $60,167,000 for its second fiscal quarter of this year, ended July 31, 2004; and more.
Wires: News and Products for August 20, 2004
Trillium Software announced the availability of Trillium Software Discovery Version 4; Convergys introduced its Customer Training For-Profit Solution; and more.
7 Strategies for Profiting From Customer Data
These seven strategies illustrate some of the best ways to apply the information you may already have in your contact center to improve your standing with customers.
The Benefits of Communicating With Customers
Feedback collected through a multichannel survey processes helps customer support executives determine customers' attitudes toward product quality.
Week in Review: May 7, 2004
FrontRange Solutions announced an increase in revenues and profits for its third fiscal quarter; SPL signed an agreement to acquire the major assets of CES; and more.
Convergence in the Contact Center Market
The acquisition of CenterForce Technologies by Concerto will present some challenges for Concerto, but will solidify its offerings.
The Week in Review : April 23, 2004
Accovia and QlikTech International announces a partnership; British Airways selects Astute Solutions; CH Consulting announces the opening of its new 40-seat, inbound/outbound call center; Rockwell implements Salesforce.com Spring '04; and more.
IBM to Buy Indian Outsourcer Daksh
IBM has unveiled its plan to acquire Daksh e-Services, India's third-largest business process outsourcing (BPO) services firm.
The Week in Review: March 26, 2004
LiveBridge announced the opening of a 700-seat call center in Cordoba, Argentina; Saab Cars USA has selected Melissa Data's Quality Web Service for real-time verification of customer data; and more.
New Product Roundup: March 10, 2004
ServiceWare Technologies made available its ServiceWare Enterprise 5.5; WebSurveyor Corporation unveiled a new Web interface for its online survey solution; GroupLink launched new product offerings for its Leads Generation, Sales Force Automation, and Customer Satisfaction tiers; and more.
Outsourcing Hot Spots
Low labor costs are spurring more and more companies to consider outsourcing their contact centers to service providers in offshore and nearshore locations.
The Week in Review: January 9, 2004
Indian outsourcing to grow by 30 percent; Convergys expands in Canada; Dendrite makes acquisition in Japan; and more.
Outsourcer Got Your Tongue?
The automated voice solutions industry has been surging since the late 1990s, with North America leading the way in sales.
BPO: News & Insight: Prepping For Cell Switchers
If all goes according to plan, on November 24 the FCC's wireless number--portability (WNP) legislation will go into effect.
BPO: What You Need to Know About Call Center Outsourcing
Despite the anxiety of handing over call center operations to a third-party outsourcer, organizations are still quietly off-loading their customer support efforts.
Stopping the Switch
When coupled with Convergys's real-time product bundling and discounting capabilities, which can be used to attract new customers, carriers using these Convergys billing solutions will be better positioned for the effects of WNP, according to the company.
The 2003 Market Leaders (Part 2)
CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. The results are based on a combination of weighted criteria, including revenue and revenue growth (last four completed quarters, ended March 30, 2003), market share, customer wins, and reputation for customer satisfaction.
Convergys Establishes a Customer Satisfaction Benchmark
Convergys has been working since the beginning of the year with Benchmark Portal to create the Customer Experience Benchmark (CEB)
The Week in Review
Oracle Corp. has tapped Robb Eklund, as its new vice president of marketing; Allant Group Inc. has announced the appointment of Michael Reynolds as executive vice president of business development; Convergys Corp. announced earlier this week that it has acquired Cygent Inc.
New Key Executive Announcements
Willow CSN Incorporated and HomeSphere get new CEOs, while Motive Inc. appoints two vice presidents.
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