Convergys Corporation provides customer management services to communications and media, technology, financial services, retail, and healthcare industries in North America and internationally. Products and Services The company provides solutions across the customer lifecycle, including revenue generation, customer service, technical support, customer retention, and collections. The company’s omni-channel contact center technology solutions include: Multichannel Interaction Solutions (Intelligent Self-Service, Voice, Chat, Email, and Knowledge Management); Cross-Channel Integration Framework; Real-Time Decisioning Engine; Intelligent Notifications; Campaign Management; Personalized Care; Personalized Selling; Agent Productivity; and Retention. The company delivers data-driven insights to improve the customer experience through analytics and consulting solutions, including: post-contact surveys, relational loyalty research, segmentation and profiling, repeat call analysis, agent path analysis, customer interaction assessment, chat optimization, and integrated contact center analytics. Customers and Markets The company serves clients in industries, such as communications and media, technology, financial services, retail and healthcare in various geographies throughout the world, including the United States, Canada, the Philippines, Malaysia, India, China, Indonesia, Costa Rica, Colombia, Dominican Republic, El Salvador, Nicaragua, Honduras, Australia, the U.K., France, Tunisia, Egypt, Bulgaria and other various countries throughout the EMEA (Europe, the Middle East and Africa) region. Strategy The company’s strategy is to build on its position in a large global market by investing in what matters most to its clients and leveraging a strong financial position to drive sustainable growth and value creation. Customers AT&T Inc. accounted for 15.3% of the company’s consolidated revenues in 2014. Revenues from DIRECTV Group, Inc. and Comcast Corporation each accounted for less than 10% of revenue during 2014. Intellectual Property The company owns 162 patents which protect certain technology and business methods that the company uses both to manage its internal systems and processes effectively and give the company competitive advantages in developing innovative technologies to provide customer management services to its clients. Competition The company’s competitors include other customer management companies, such as Atento (ATTO); SITEL Corp.; Sykes Enterprises Inc. (SYKE); Teleperformance (RCF); and TeleTech Holdings Inc. (TTEC). History Convergys Corporation, an Ohio corporation, was founded in 1998.
convergys corp (CVG:New York)
201 East Fourth Street
Cincinnati, OH 45202
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