Forrester Research (NASDAQ:FORR) has recognized Convergys for its market leadership, 95 percent client renewal rate, and its “best-value” comprehensive multichannel customer care outsourcing services and solutions in Forrester’s latest report, “The Forrester Wave: Multichannel Contact Center Outsourcers: Q4, 2005.” Convergys Corporation (NYSE:CVG) is a global leader in providing customer care, human resources, and billing services.
Author Elizabeth Herrell notes within the report that Convergys scored “…top points for proactively offering comprehensive multichannel outsourcing solutions, while also demonstrating strong financial momentum and technical support for its customer base. Convergys is best suited for customers who are looking for a best-value solution.”
The report also recognizes Convergys for leading with comprehensive services and strategy. According to Forrester, Convergys goes well beyond core contact center outsourcing services and offers its customers a sound business model for delivering value to their business, with a comprehensive total cost of ownership (TCO) model.
“Receiving top scores for our pricing model, current product road map, vision, and strategy by Forrester is a great testament to the strength of the differentiated value we bring to our clients,” said Clint Streit, Executive Vice President of Global Operations for Convergys’ Customer Care business. “As the world’s largest provider of outsourced customer care services, we’ve applied our worldwide network of 68 contact centers and our data centers to help over 300 clients enrich and strengthen their customer relationships while providing them with the means to strengthen their competitive advantages and achieve positive bottom line results.”
Forrester evaluated service providers on the ability to support core contact center functions as a prerequisite for delivering multichannel customer interactions, as well as their ability to support self-service options that are fully integrated with the overall customer management solution. The evaluation methodology incorporated vendor surveys, vendor interviews, and end user interviews.
For more than 25 years, Convergys has supported customer care programs in many leading Fortune 500 and high-growth organizations. Convergys helps clients transform their customer care into a competitive advantage through five best-in-class practices: (1) offering the best in contact center program design and performance, (2) the lowest operating cost to the client through the evaluation of all cost drivers, (3) the highest-quality contact management staff and expertise, (4) access to world-class technologies via a sophisticated and integrated array of hardware, software, and support services, and (5) building strategic partnerships that strengthen our service offerings. Convergys is Outthinking and Outdoing(tm) on behalf of its clients every day.