Frost & Sullivan Recognizes Convergys with 2004 Contact Center Outsourcing Market Leadership Award

PALO ALTO, CA & CINCINNATI – Frost & Sullivan, a global leader in growth consulting, announced today that it has recognized Convergys Corporation, a global leader in providing customer care, human resources, and billing services, with its 2004 Market Leadership Award.

Frost & Sullivan also named Convergys as the market share leader in the North American contact center outsourcing industry for the second consecutive year. This is part of Frost & Sullivan’s recently published study and analysis on the industry, North American Contact Center Services Market.

Frost & Sullivan presents the Market Leadership Award each year to the company that has most substantially increased its market share, demonstrated solutions for monitoring market changes, and implemented superior market strategies. Frost & Sullivan cited Convergys’ recent acquisitions of Encore Receivable Management for accounts receivable and Finali Corporation for business intelligence as examples of ways Convergys continues to strategically expand its capabilities to meet the needs of its clients.

“In 2004, Convergys extended its market-leading position in the customer contact center outsourcing industry by earning double the revenues of its nearest competitor. Convergys did so by offering a full array of offerings to its clients — from offshore services and advanced self-service technologies to end-to-end business process outsourcing services,” said Katrina Howell, Frost & Sullivan Senior Analyst. “Convergys fosters long-term partnerships with clients by applying specialized knowledge and superior execution to solve clients’ customer care problems every day.”

“Providing the right levels of customer care to the right customers at the right cost is increasingly important to the profitability and survivability of companies today,” said Jack Freker, President of Convergys’ Customer Management Group. “Convergys solves customer care problems for our clients by applying initiative and creativity based upon 20 plus years of operational experience and insightful analytical data and research capabilities. In doing so, we collaborate with our clients to design, build, and operate programs that improve their competitive advantage and increase revenues.”

Convergys combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services, and software support. Clients in more than 60 countries speaking nearly 30 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serves the world’s leading companies in many industries including communications, financial services, technology, and consumer products.