CINCINNATI--(BUSINESS WIRE)--Convergys Corporation (NYSE: CVG), a global leader in customer management, today announced it has been positioned by Gartner, Inc. in the leaders quadrant of the Customer Management Contact Center BPO report for the sixth consecutive time.
“We believe a sixth straight placement in the Leaders Quadrant is a testament to both our incredibly talented, global team and the enduring partnerships we have with our clients around the world,” said Andrea Ayers, Convergys President and Chief Executive Officer. “We are also pleased to achieve the furthest overall position for completeness of vision. Our investments in the CX of today and tomorrow include expertise in multichannel services, advanced analytics, and proprietary technologies that support our agents. These capabilities, in addition to our ability to handle any kind of transaction at scale, and robust global operating standards, uniquely position us to support our clients and help them forge stronger relationships with their customers. Thank you to our 130,000 employees who help keep Convergys ahead of the curve.”
For the purpose of its Market Quadrant research, Gartner assesses service providers with comprehensive Customer Management contact center Business Process Outsourcing (BPO) services. Gartner places firms in four quadrants, evaluating them on their ability to execute and each provider’s completeness of vision. The highest evaluation for execution and furthest for vision places a firm in the Leaders Quadrant.
According to the report, “Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO services worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions, and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions. The CM contact center BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.”
About 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 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.
Gartner, Inc., “Magic Quadrant for Customer Management Contact Center BPO, Worldwide” by TJ Singh, Misako Sawai, and Brian Manusama, March 22, 2017.
Convergys is a global customer experience leader, providing expert service in 58 languages from more than 150 locations in 33 countries. We partner with our industry-leading clients to improve customer loyalty, reduce costs, deliver superior growth, and generate revenue. Our integrated approach to agents, analytics, and technology results in cross-channel solutions that span voice, chat, mobile, text, social, email and interactive voice response. Headquartered in Cincinnati, Ohio, we are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our more than 130,000 talented, caring employees. Visit www.convergys.com to learn more about us.