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Gartner Recognizes Convergys a Second Time for Global Customer Management Contact BPO

By Madhubanti Rudra, TMCnet Contributor

Proving its exceptional capabilities in customer management space, Convergys (News - Alert) Corporation secured its place in the Gartner’s (News - Alert) in the Leaders Quadrant for the second consecutive year.

Convergys has more than three decades of experience in the customer management industry. The company takes pride in the consistent deliver of customer management services across all channels and geographies. Armed with a team of 75,000 skilled staff, a set of right technology and analytics solutions, the company provides round the clock services to its customers spread across the globe technology, and analytics solutions.

Based on stringent evaluation criteria, Gartner confers annual rating to the companies operating in Global Customer Management BPO Sector. Gartner places firms in four quadrants along two axes — ability to execute and completeness of vision. The firm that achieves the highest score in the categories of execution and vision is placed in the Leaders Quadrant. Convergys, a long time industry player, was able to grab the place for two years in a row.

“We’re proud to have once again been placed in Gartner’s Leaders Quadrant for Customer Management Contact Center, BPO Worldwide. Our focus is on serving our customers in ways that not only help them meet their current goals but place them in a position to be able to adapt quickly to new opportunities and challenges as they arise,” Convergys President and CEO Andrea Ayers said in a statement.

In the middle of the last year, Convergys introduced optimized solutions to its analytics portfolio. The solutions included: Convergys Repeat Call Analysis, Convergys Chat Optimization, Convergys Customer Interaction Assessment and Convergys IVR Optimization.

“The point of service is the most controllable opportunity to have a meaningful impact on customer loyalty. The delivery of these solutions enables our consulting professionals to drive relevant, quick and cost-effective outcomes that deliver significant returns on investment for our clients,” Vice President of Convergys Analytics Mike Cholak noted.

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