Convergys Intelligent Contact
Customer Experience and Contact Center
Convergys Corporation is a global business process outsourcing company that provides customer experience and contact center services for various industries, known for its extensive operational footprint and commitment to innovative technology.
Size
51-200
Private
10m-50m
Mission
About
Convergys Corporation offers customer experience and contact center services along with analytics and data solutions for clients in technology, telecommunications, banking, healthcare, and retail. The company operates using a hybrid delivery model and supports clients across multiple regions worldwide.
It is recognized for its ability to deliver superior customer service through innovative technology and analytics, with a strong focus on building sustainable revenue streams for its clients.
Services
Convergys Corporation provides customer experience and contact center services, supported by analytics and data solutions. These services include inbound customer support, technical support, social media customer care, and CX consulting, tailored to enhance client engagement and optimize retention strategies.
Capabilities
Inbound Customer Support
Technical Support (Tier 1/2)
Social Media Customer Care
Live Chat & Messaging Support
Email Support
CX Consulting & Journey Mapping
Quality Assurance & Monitoring
Voice-of-Customer (VOC) Analytics
Industries Served
The company serves clients in technology, telecommunications, banking and financial services, healthcare, and retail. It has experience supporting diverse client types with services aligned to industry-specific requirements and technology platforms.
Unique Stregths
Convergys is known for its extensive global operational footprint, offering clients a flexible delivery model that includes onshore, offshore, and hybrid solutions. Its approach emphasizes innovative technology and analytics, ensuring consistent service quality and customer satisfaction.
Delivery Footprint
Headquartered in Cincinnati, Ohio, the company operates using a hybrid delivery model. It serves clients across North America, South America, Europe, Asia, and Australia, with teams working in remote and on-site environments depending on client needs.
Certifications
No items found.
Verticals
Technology & SaaS
Telecommunications & Media
Banking & Financial Services
Healthcare & Life Sciences
Retail & e-Commerce
Clients
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What's the main service provided by
Convergys Intelligent Contact
?
Convergys Intelligent Contact specializes in customer experience and contact center services. Their offerings include a range of support options such as inbound customer support, technical assistance at both Tier 1 and Tier 2 levels, social media customer care, and live chat and messaging support. Additionally, they provide email support, customer experience consulting and journey mapping, quality assurance and monitoring, as well as voice-of-customer analytics, all designed to enhance client engagement and optimize customer retention strategies.
What additional services does
Convergys Intelligent Contact
provide?
When was
Convergys Intelligent Contact
founded?
Convergys Intelligent Contact was established in 2015, making it a relatively young player in the BPO industry. With nearly a decade of operations by 2024, the company has quickly built a reputation for delivering quality customer service and innovative solutions.
What industry verticals does
Convergys Intelligent Contact
serve?
The company serves a diverse range of industries, including Technology & SaaS, Telecommunications & Media, Banking & Financial Services, Healthcare & Life Sciences, and Retail & e-Commerce. This broad industry focus allows Convergys Intelligent Contact to tailor its services to meet the specific needs of its clients.
What delivery model does
Convergys Intelligent Contact
offer?
Convergys Intelligent Contact employs a hybrid delivery model, which encompasses onshore, offshore, and work-from-home options. Onshore services are provided from within the same country as the client, ensuring closer alignment with their requirements. Offshore services are delivered from another country, often providing cost advantages. The hybrid approach allows for flexibility, combining the strengths of both models to meet diverse client needs effectively.
How many employees and/or seats does
Convergys Intelligent Contact
have?
Convergys Intelligent Contact has a workforce ranging from 51 to 200 employees. This size allows the company to maintain a balance between personalized service and operational efficiency, providing tailored solutions to their clients.
Can
Convergys Intelligent Contact
be considered a good service provider for startups?
Can
Convergys Intelligent Contact
be considered a good service provider for SMBs?
Convergys Intelligent Contact is well-positioned to support small and medium businesses (SMBs) with its flexible service offerings and hybrid delivery model. Their diverse range of customer support services can help SMBs enhance customer engagement and retention, which are critical for growth. The company's experience across various industries further equips them to address the unique challenges that SMBs face.
Can
Convergys Intelligent Contact
be considered a good service provider for enterprises?
While Convergys Intelligent Contact primarily caters to small and medium-sized businesses, their robust service portfolio and hybrid delivery model also make them a viable option for larger enterprises. The company’s focus on innovative technology and analytics can support complex customer service needs, ensuring reliable service delivery. However, enterprises might seek providers with more extensive experience and resources tailored specifically for large-scale operations.
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