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Key people at Convergys.
Convergys was a Cincinnati, Ohio-based business process outsourcing company that provided comprehensive customer management services, billing solutions, and human resources support to large global corporate clients. Operating across 33 countries, the enterprise managed contact center services in 58 distinct languages and maintained a massive global corporate workforce of approximately 130,000 employees. The firm delivered agent-assisted support, self-service software, and complex revenue management systems tailored specifically to the telecommunications, financial services, technology, healthcare, and retail sectors. Throughout its operational history, the corporation executed strategic international expansions, including the $20 million acquisition of Datacom call centers, before ultimately being acquired by SYNNEX and integrated into its Concentrix subsidiary in October 2018. Convergys was officially founded in 1998 as a corporate spin-off, consolidating the existing operations of Cincinnati Bell Information Systems, MATRIXX, and AT&T Solutions Customer Care.
Key people at Convergys.
Convergys Corporation was a public company (NYSE: CVG) headquartered in Cincinnati, Ohio, specializing in customer management and information management services, including customer care, technical support, analytics, back-office operations, and business process outsourcing (BPO).[1][2][3][4] It served large corporations across sectors like communications, financial services, technology, retail, healthcare, government, automotive, insurance, travel, hospitality, and utilities, with solutions such as agent-assisted care, self-service software, convergent billing, and revenue management; at its peak, it employed about 130,000 people in 33 countries.[1][2][3] Acquired by SYNNEX Corporation in October 2018 and merged into its subsidiary Concentrix, Convergys ceased independent operations but its legacy persists in Concentrix's global customer experience services.[1][2]
Convergys emerged in 1998 as a spin-off from Cincinnati Bell, combining its subsidiaries Cincinnati Bell Information Systems and MATRIXX with AT&T Solutions Customer Care (formerly AT&T American Transtech), which Cincinnati Bell acquired that year; it went public via an IPO in August 1998.[1][2] The company expanded aggressively through acquisitions, such as iBasis Speech Solutions in 2002 for $17 million to bolster IVR and speech recognition, call centers in the Philippines in 2003, and Datacom's operations in Kuala Lumpur and Manila in 2013 for $20 million.[1] This growth reflected a shift toward global BPO, leveraging low-cost regions like India and the Philippines under leaders like President Jack Freker.[1]
Convergys rode the early 2000s outsourcing wave, capitalizing on globalization and cost pressures in customer service amid telecom deregulation and the rise of call centers in Asia.[1][2] Its timing aligned with the dot-com boom's demand for scalable customer management, evolving into BPO as companies offshored non-core functions to focus on core tech innovation.[1][4] Market forces like labor arbitrage in the Philippines and India favored its model, influencing the ecosystem by standardizing global customer experience outsourcing and paving the way for modern players like Concentrix in the $300+ billion BPO industry.[1][2]
As an independent entity, Convergys is defunct post-2018 acquisition, but its integration into Concentrix amplifies its DNA in AI-driven customer experience amid rising demand for omnichannel support and analytics.[2] Trends like generative AI for self-service and remote work will shape successors, potentially evolving Concentrix's influence through expanded automation and data insights. This trajectory underscores Convergys' foundational role in transforming customer management from labor-intensive call centers to tech-enabled ecosystems.
