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Convergys Nabs Leader Spot in Debut Gartner Quadrant
January 22, 2010
Convergys (News - Alert) has announced that it has been positioned by Gartner (News - Alert) in the “Leaders” quadrant of the first-ever “Magic Quadrant for CRM Contact Center BPO for North America,” released in late 2009.
Gartner officials say they evaluated providers on “their ability to execute, criteria for which included product/service and customer experience.” Gartner also looked at providers’ “completeness of vision,” they say, including “innovation, business model, market understanding and marketing, product, industry, geographic and sales strategies” in making its determination.
Gartner officials say they evaluated providers on “their ability to execute, criteria for which included product/service and customer experience.” Gartner also looked at providers’ “completeness of vision,” they say, including “innovation, business model, market understanding and marketing, product, industry, geographic and sales strategies” in making its determination.
So as you can see, friends, it’s pretty well determined.
Andrea Ayers, president, Customer Management, Convergys, credited the company’s position in the quadrant to their “leadership, execution abilities, and investments in our portfolio, which includes agent-assisted care, automation, self-service and analytic services.”
Gartner’s evaluation also encompassed each provider’s set of offerings for CRM programs, including the ability to provide such things as advisory, consulting and migration services, “insight across industries,” technology advisory and integration services for both voice and multichannel care such as Web chat, e-mail response and Web self-service as well as what Gartner officials called “a comprehensive set of business process services across CRM functions, including customer selection, acquisition, retention and extension.”
As a single-source vendor Convergys sells analytic services, technology and agent services for the customer experience and relationships.
Almost exactly a year ago today TMCnet reported that Convergys Corporation announced that long-standing client Vivo extended its five-year partnership with Convergys with a new two-year contract to provide production operations support.
The vendor’s consulting and services team was slated to work with Vivo on two other projects aimed at “growing Vivo’s national footprint” and “ensuring the operator’s ability to support future growth.” Vivo is a wireless carrier in the southern hemisphere with more than 43 million subscribers.
Under the terms of the two-year contract extension, Convergys will continue to manage its product in the production environment, supporting postpaid subscribers with provisioning, activation, customer care, dispute resolution, finance, collections, rating and billing, usage, customer interfaces and the launch of new products and services.
Andrea Ayers, president, Customer Management, Convergys, credited the company’s position in the quadrant to their “leadership, execution abilities, and investments in our portfolio, which includes agent-assisted care, automation, self-service and analytic services.”
Gartner’s evaluation also encompassed each provider’s set of offerings for CRM programs, including the ability to provide such things as advisory, consulting and migration services, “insight across industries,” technology advisory and integration services for both voice and multichannel care such as Web chat, e-mail response and Web self-service as well as what Gartner officials called “a comprehensive set of business process services across CRM functions, including customer selection, acquisition, retention and extension.”
As a single-source vendor Convergys sells analytic services, technology and agent services for the customer experience and relationships.
Almost exactly a year ago today TMCnet reported that Convergys Corporation announced that long-standing client Vivo extended its five-year partnership with Convergys with a new two-year contract to provide production operations support.
The vendor’s consulting and services team was slated to work with Vivo on two other projects aimed at “growing Vivo’s national footprint” and “ensuring the operator’s ability to support future growth.” Vivo is a wireless carrier in the southern hemisphere with more than 43 million subscribers.
Under the terms of the two-year contract extension, Convergys will continue to manage its product in the production environment, supporting postpaid subscribers with provisioning, activation, customer care, dispute resolution, finance, collections, rating and billing, usage, customer interfaces and the launch of new products and services.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Marisa Torrieri
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