Convergys Corporation provides customer management services to communications and media, technology, financial services, retail, and healthcare industries. The company’s worldwide workforce is located in key geographies throughout the world, including the United States, Canada, the Philippines, India, Malaysia, China, Indonesia, Australia, the U.K., France, Tunisia, Egypt, Bulgaria, Latin America, and other countries throughout the EMEA (Europe, the Middle East and Africa) region, Costa Rica, Colombia, Dominican Republic, El Salvador, Nicaragua and Honduras. The company’s agents provide a range of contact center services delivered via phone, email and chat. It provides solutions across the customer lifecycle, including sales, 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’s analytics and consulting solutions include post-contact surveys; relational loyalty research; customer segmentation and profiling; call elimination analysis; analysis of customer effort; digital channel optimization; and integrated contact center analytics. The company operates approximately 130 contact centers averaging approximately 66,000 square feet per center. It has approximately 92,900 production workstations and provides service. Its contact centers can employ a range of technology, including digital switching, intelligent call routing and tracking, proprietary workforce management systems, case management tools, proprietary software systems, computer telephony integration, interactive voice response, advanced speech recognition, Web-based tools and relational database management systems. Strategy The company’s strategy is to build on its leading position in a large global market by investing in what matters most to its clients and leveraging its strong financial position to drive sustainable growth and value creation for its shareholders. The key elements of the company’s strategy are to build on a leading market position to grow with loyal and expanding client base; and invest in a combination of global quality delivery, comprehensive solutions, and close client engagement. Clients The company derives significant revenues from AT&T Inc. (AT&T), its major client. Revenues from AT&T (including DIRECTV Group, Inc. in all years) were 21.3% of the company’s consolidated revenue for 2015. Revenues from Comcast Corporation accounted for approximately 10% of the company’s revenue for 2015. Patents The company owns 147 patents, which protect certain technology and business methods that it uses to manage its internal systems and processes. Competition The company’s primary competitors include other customer management companies, such as Atento (ATTO); Sykes Enterprises Inc. (SYKE); Teleperformance (RCF); and TeleTech Holdings Inc. (TTEC). History Convergys Corporation, an Ohio corporation, was founded in 1998.
convergys corp (CYJ:Frankfurt)
201 East Fourth Street
Cincinnati, OH 45202
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