CINCINNATI--Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that it has been positioned by Gartner, Inc., in the Leaders quadrant of the first ever “Magic Quadrant for CRM Contact Center BPO for North America,” released on December 16, 2009.

“As leading companies seek out unbiased, thoughtful analysis of how best to invest their CRM dollars, Convergys is honored to be recognized as a leader by Gartner in its Magic Quadrant for our market”

Gartner evaluated providers on their ability to execute, criteria for which included product/service and customer experience. Gartner also looked at providers’ completeness of vision, including innovation, business model, market understanding and marketing, product, industry, geographic and sales strategies in making its determination.

“As leading companies seek out unbiased, thoughtful analysis of how best to invest their CRM dollars, Convergys is honored to be recognized as a leader by Gartner in its Magic Quadrant for our market,” said Andrea Ayers, President, Customer Management, Convergys. “We believe that Convergys’ position in the Leaders quadrant for CRM Contact Center BPO providers is a positive validation of our leadership, execution abilities, and investments in our customer solutions portfolio. Our solutions, which include agent-assisted care, automation, self-service, and analytic services, enable our clients to stand ahead of their competitors based on the quality and consistency of the customer experiences we help them provide, and the customer intelligence we bring to them.”

Gartner’s evaluation also encompassed each provider’s set of offerings for CRM programs, including the ability to provide the following services:

• Advisory, consulting and migration services
• Insight across industries
• Technology advisory and integration services for both voice and multichannel care (i.e., Web chat, e-mail response, Web self-service, etc.)
• A comprehensive set of business process services across CRM functions, including customer selection, acquisition, retention and extension

Convergys’ performance against these criteria, as well as the criteria included in the ability to execute and completeness of vision evaluations, earned the company its place in the Leaders quadrant.

According to Gartner, Leaders in CRM Contact Center BPO for North America demonstrate a market-defining vision and the ability to execute against that vision, a sizable market share, and solid client references for CRM contact center BPO service in North America, including a cross-section of vertical industries. Leaders invest in innovative offerings and service delivery models and have a superior understanding of client needs and of current market conditions, and are actively building competencies to sustain their leadership position in the North American CRM contact center BPO market. Providers in this quadrant generally have strong global or regional service delivery operations and deep technology to leverage and deliver above-average customer experience.

As a single-source provider of self-service, agent-assisted, and proactive care, Convergys combines analytic services, innovative technology, and agent services to optimize the customer experience and strengthen customer relationships. Through customer care outsourcing and services to in-house contact centers, Convergys is helping clients build more effective relationships with their customers driving increased revenues and cost savings.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 83 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

Supporting Resources:

Convergys Positioned in the Leaders’ Quadrant for CRM Contact Center BPO

Executive Briefing: Back to Basics

Portfolio: Convergys Solutions

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About the Magic Quadrant

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.