Gartner positions Convergys in Leaders quadrant for CM contact center BPO

CINCINNATI - Convergys Corp., one of the largest agent-assisted customer service companies in the world, has announced that it has been positioned by Gartner Inc. in the Leaders quadrant of the 2011 Magic Quadrant for worldwide customer management (CM) contact center business process outsourcing services.

Gartner evaluated CM contact center business process outsourcing (BPO) service providers on their CM contact center BPO capabilities in the Americas, EMEA and Asia-Pacific. 

The scope of services evaluated included the management of service provider employees to the delivery of CM contact center BPO services and the management of the customer experience.

“Convergys is honored to be recognized in Gartner’s Magic Quadrant as a global leader in customer management BPO services,” said Andrea Ayers, president and COO of Convergys’ customer management business.

“We take great pride in the commitment of our employees and agents worldwide to consistently deliver superior customer service experiences for our clients and their customers no matter where they may be located.”

According to Gartner, Leaders in worldwide CM contact center BPO services demonstrate a market-defining vision and the ability to execute against that vision, a superior market share, and solid client references for CM contact center BPO service worldwide, including a cross-section of vertical industries. 

Leaders invest in innovative service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and current market conditions, and are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions worldwide. 

Providers in this quadrant generally have strong global or regional service delivery operations and deep technology to leverage and deliver above-average customer experience.

As a single-source provider of agent-assisted, self-service, and proactive care, Convergys combines agent services, innovative technology, and analytics to optimize the customer experience and strengthen customer relationships.

Through customer care outsourcing and services to in-house contact centers, Convergys is helping clients build more effective relationships with their customers, driving increased revenues and cost savings.