1.1 COMPANY PROFILE: Convergys India Pvt. Ltd.

, Bangalore
Convergys India Pvt. Ltd. is a Business process outsourcing (BPO) company which belongs
to the Information technology (IT) industry. It is the application of computers and
telecommunications equipment to store, retrieve, transmit and manipulate data, often in the
context of a business or other enterprise. The term is commonly used as a synonym for
computers and computer networks, but it also encompasses other information distribution
technologies such as television and telephones. Several industries are associated with
information technology, including computer hardware, software, electronics, semiconductors,
internet, telecom equipment, e-commerce and computer services.
Convergys is a world-class customer management firm made up of 125,000 employees
working in more than 150 service centers in 31 countries. Clients and customers around the
globe benefit from exceptional service, geographic footprint and ability to support 47
languages worldwide. Convergys is estimated to be $3.0 billion in revenues.

1.2 HISTORY
The company grew from Cincinnati Bell Information Systems and MATRIXX, both
subsidiaries of Cincinnati Bell, and AT&T Solutions Customer Care (formerly AT&T
American Transtech), which was sold to Cincinnati Bell in 1998; an IPO in August 1998
made it a fully independent company. Since then, Convergys' headquarters in Cincinnati,
Ohio, has acquired numerous companies.
Convergys sold its Human Resources Management line of business to Northgate Arinso in
March 2010.
On 22 March 2012, Japanese technology firm NEC announced it would buy the Information
Management Business of Convergys for approximately $449 million. In 2012, Convergys
Philippines, 8 years after its entry into the country established 18 centers with 26,000
employees in all, was named BPO Employer of the Year at the annual International ICT
Awards. On April 30, 2013, Convergys completed the acquisition of New Zealand-based
Datacom call center operations in Kuala Lumpur and Manila for $20 million.

1.3 VISION, MISSION & VALUES

VISION:
To be the voice & technology behind all superior service experiences recognized as the
global leader in relationship management.

MISSION:
To enhance the value of our clients customer relationships through the optimal mix of
agents, technology, and analytics to deliver consistent customer experiences across all
channels and geographies.
VALUES:

Unparalleled client satisfaction

Teamwork
Respect for the individual
Diversity
Shareowners trust
Corporate citizenship
Integrity

1.4 BOARD OF DIRECTORS

Andrea J Ayers- President and Chief Executive Officer

Andre S Valentine- Chief Financial Officer
Marjorie Connelly- Chief Operating Officer
Jarrod Pontius- General Counsel and Chief Administrative Officer

1.5 PRODUCT PROFILE

Products and Services Offered:
Convergys has been a leader in customer management for more than 30 years, and during that
time, it has acquired deep, first-hand knowledge of the unique challenges and trends,
regulatory requirements, and customer needs of individual industries. Convergys Corporation
provides customer care, billing, and human resource services. It operates through three
segments: Customer Care, Information Management, and Employee Care. It provides services
to the following industries:

Communications
Cable & Satellite
Financial Services
Technology
Healthcare
Travel & Hospitality

Retail
Automotive

1.6 MARKET SHARE

Communication Segment- 21.17%

Financial Service Segment- 0.81%
Total CMG Segment- 1.99%

1.7 COMPETITORS INFORMATION

Since the rise of the BPO sector in India, there has been a lot of cut throat competition
between the BPO companies. The major BPO competitors' companies other than Minacs that
competes with Convergys India Pvt Ltd are:
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Genpact
TCS BPO
Aegis BPO
First Source
WNS
Wipro BPO
Infosys BPO
IBM-Daksh
HCL BPO

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Accenture
Hinduja
Aditya Birla Minacs
24/7
Mphasis BPO
Cambridge Solutions

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19. 1.8 SWOT ANALYSIS

20. A brief SWOT analysis of the company is made below:
21. STRENGTHS

22. WEAKNESS

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Cost advantage
Asset leverage
Effective communication
High R&D and innovation.
Online growth
Loyal customers
Strong brand equity unique products
Market share leadership.

Diseconomies to scale
Over leveraged financial position
Weak management system
Poor supply chain
Weak real estate

24. OPPORTUNITIES

25. THREATS

Acquisitions
Asset leverage
Emerging markets and expansion

abroad.
Product and services expansion
Takeovers

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Competition
Cheaper technology
Economic slowdown
External changes
Exchange rate fluctuations.

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ORGANIZATION STRUCTURE OF
CONVERGYS CORPORATION

45. 1.9 MILESTONES / ACHIEVEMENTS

2010:Convergys awarded ICT 2010 "BPO Company of the Year" Philippines
2011:Convergys ranked in the Top 5 in IAOP's 2011 Global Outsourcing 100
46. Convergys India Ranked #15 in Dataquest Top 20.
2012:Service Winner - Outsourcing - CRM Magazine Service Leaders Award, 2012
2013: Best in Competencies and Skill Development - Brandon Hall
Excellence Awards, 2013
2014: Convergys Personalized Selling won Cable Spotlight Product of
the Year, 2014
2015: Convergys is proud to have ranked in the top five of Top 100
Company to Watch for Remote Jobs in 2015 by FlexJobs, a trusted
resource for job seekers.

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