Top Industry Analyst Firm Positions Convergys in Leaders Quadrant for Customer Management Contact Center BPO, Worldwide

CINCINNATI--(BUSINESS WIRE)--Convergys Corporation (NYSE: CVG), one of the largest agent-assisted customer service companies in the world, announced today that it has been positioned by Gartner, Inc., in the Leaders quadrant of the 2011 Magic Quadrant for worldwide customer management (CM) contact center business process outsourcing services, released on December 19, 2011.

“We take great pride in the commitment of our employees and agents worldwide to consistently deliver superior customer service experiences for our clients and their customers no matter where they may be located.”

Gartner evaluated CM contact center business process outsourcing (BPO) service providers on their CM contact center BPO capabilities in the Americas, EMEA and Asia Pacific. The scope of services evaluated included the management of service provider employees to the delivery of CM contact center BPO services and the management of the customer experience.

“Convergys is honored to be recognized in Gartner’s Magic Quadrant as a global leader in customer management BPO services,” said Andrea Ayers, President and COO of Convergys’ Customer Management business. “We take great pride in the commitment of our employees and agents worldwide to consistently deliver superior customer service experiences for our clients and their customers no matter where they may be located.”

According to Gartner, Leaders in worldwide CM contact center BPO services demonstrate a market-defining vision and the ability to execute against that vision, a superior market share, and solid client references for CM contact center BPO service, worldwide, including a cross-section of vertical industries. Leaders invest in innovative service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions, and are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions worldwide. Providers in this quadrant generally have strong global or regional service delivery operations and deep technology to leverage and deliver above-average customer experience.

As a single-source provider of agent-assisted, self-service, and proactive care, Convergys combines agent services, innovative technology, and analytics to optimize the customer experience and strengthen customer relationships. Through customer care outsourcing and services to in-house contact centers, Convergys is helping clients build more effective relationships with their customers driving increased revenues and cost savings.

About the Magic Quadrant

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. 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.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.

Convergys has approximately 70,000 employees in 69 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

Supporting Resources:

Follow us on Twitter and Facebook.

Contact(s):

Jeff Hazel, Convergys Public/Media Relations, [phone] or [e-mail]