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Convergys - CMS in Retail and CPG

Vendor Analysis

by Vicki Jenkins

published on Jun 13, 2016

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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. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Centers for Retail and CPG Clients
  • Partnerships
  • Technology
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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