Based on its recent analysis of the North American contact center outsourcing market, Frost & Sullivan recognizes Convergys Corporation (NYSE: CVG) with the 2007 North American Frost & Sullivan Award for Market Leadership in recognition of its effective penetration strategy, consultancy services, and solid leadership position maintained for four years running.
Convergys is a global leader in relationship management. Convergys provides solutions that drive more value from the relationships its clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for its clients. Its customer management line of business manages customer relationships on behalf of clients by way of multi-channel contact centers and through consulting engagements. The company’s growth strategy has been to leverage its unique competencies (people, process and technology) in order to create a highly differentiated market position.
“The overwhelming majority of customer care is spent by clients on in-house operations,” says Frost & Sullivan Research Analyst Michael DeSalles. “Convergys’ ability to penetrate these operations and realize revenue and profit from them will increasingly be driven by its ability to consult and help companies run their internal operations more efficiently and effectively.”
To address the in-house (captive) contact center market, Convergys introduced a new diagnostic approach to assessing contact center productivity dubbed the “Customer Care Diagnostic Solution” and has become one of the foundations of its consultancy arm. This solution takes a broad look across an organization’s customer care environment using proprietary methodologies and industry knowledge to benchmark the organization’s customer care capabilities, identify gaps, recommend and implement viable strategies and actionable approaches.
“By deploying a consultative selling capability, Convergys further strengthens its leadership in the customer care market by cross-selling other services, and building professional services capability,” notes DeSalles. “This, in turn, leverages its combined expertise in billing software and services development and customer care operating best practices.”
Convergys’ provides relationship management solutions to some of the most recognizable companies in the world such as AT&T, Comcast Corporation (Comcast), Wachovia, The DirecTV Group, Inc. (DirecTV), Sprint Nextel Corp, Dupont, Ann Taylor, and Johnson & Johnson.
In short, Convergys’ capabilities, strong client relationships, and offshore capabilities will help to further improve its revenue and operating income performance in this large and growing outsourcing market. Given these core competencies, Frost & Sullivan believes that Convergys will continue to deliver exceptional value to its clients, improve profitability and sustain earnings growth, making it the worthy recipient of 2007 Award for Market Leadership.
Each year Frost & Sullivan presents this Award to the company that has exhibited market share leadership through the implementation of market strategy. The award recognizes excellence in all areas of the market leadership process, including the identification of market challenges, drivers and restraints, as well as strategy development and methods of addressing these market dynamics. Furthermore, the Award lauds continually demonstrated solutions for monitoring market changes and the implementing of superior market strategies that help the recipient established itself as the market share leader in its respective industry.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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 and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For 25 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys (convergys.com) is a member of the S&P 500 and has been voted a Fortune Most Admired Company for seven consecutive years. We have approximately 75,000 employees in 84 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio.
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
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