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Company Description

Contact Info

201 East Fourth Street

Cincinnati, OH 45202

United States

Phone: 513-723-7000


Convergys Corporation provides customer management business process outsourcing solutions for communications, financial services, technology, and other vertical markets worldwide. The company handles approximately four billion customer contacts per year. It provides multilingual, multichannel customer care with a global service delivery infrastructure. The company’s workforce is located in various parts of the world, including the United States, Canada, the Philippines, Malaysia, India, Costa Rica, Colombia and the U.K. The company’s agents provide a range of contact center services delivered via phone, email and chat. The company provides solutions across the customer lifecycle, including: customer service, customer retention, technical support, business-to-consumer sales, complex device support, business-to-business sales and account management, back office, collections, quality assurance, and direct response. The company’s contact center technology solutions include the following: 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; retention; and credits. The company’s professionals deliver 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. Strategy The company’s strategy includes the following elements: build on a leading market position to grow with loyal and expanding client base; capitalize on industry trends by investing in quality, capability and clients; and leverage financial strength to invest in strategic growth, return capital to investors. Customers The company’s customers include AT&T Inc.; DIRECTV Group, Inc.; and Comcast Corporation. Intellectual Property The company owns 155 patents which protect its technology and business methods. These patents have a life of 20 years. Significant Events During 2013, the company acquired New Zealand based Datacom's contact center operations with facilities in Kuala Lumpur, Malaysia and Manila, Philippines. The acquisition added 15 Asian languages to Convergys' language capabilities. In October 2014, Convergys Corporation has opened its new facility in Santo Domingo, the Dominican Republic. Competition The company’s competitors include SITEL Corp.; Sykes Enterprises Inc.; Teleperformance; TeleTech Holdings Inc.; and West Corporation. History Convergys Corporation, an Ohio corporation, was founded in 1998.


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