Vendor Analysis
published on Jun 13, 2016
Report Overview:
This NelsonHall vendor assessment analyzes Convergys’ offerings and capabilities in CMS in Retail and CPG
Who is this Report for:
NelsonHall’s CMS in retail and CPG industry sector profile on Convergys is a comprehensive assessment of Convergys’ retail and CPG sector customer management services (CMS) offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail and CPG sector and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Convergys’ retail and CPG offerings, capabilities, and market and financial strength, including:
- Identification of the company’s strategy, emphasis and new developments
- Analysis of the company’s strengths, weaknesses and outlook
- Revenue estimates
- Analysis of the profile of the company’s CMS retail and CPG sector customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s retail and CPG sector CMS offerings and key service components
- Analysis of the company’s delivery organization including the geography of delivery locations used for CMS retail and CPG sector clients.
Key Findings & Highlights:
Convergys is a public company headquartered in Cincinnati, Ohio. Convergys grew from Cincinnati Bell Information Systems (CBIS) and MATRIXX Marketing, both subsidiaries of Cincinnati Bell; and from AT&Tb Solutions Customer Care (formerly AT&T American Transtech), which was sold to Cincinnati Bell in 1998. An IPO in August 1998 made Convergys a fully independent company.
Convergys has had operations in customer care, human resources management, and information management. In 2010, Convergys sold its human resources management business to NorthgateArinso for $100m. In 2012, it sold its information management business to NEC for ~$449m. After the divestiture of its HRM and IM business, Convergys was able to focus exclusively on its customer management services (CMS) business. Convergys has made several key acquisitions; more details about these acquisitions can be found in the report. Its delivery is primarily provided from its contact centers in North America, EMEA, and Asia.