Frost and Sullivan announced Convergys as the award recipient and named the company as the market share leader in the North American contact center outsourcing industry as part of the firm's recently published study and analysis on the industry, "North American Contact Center Outsourcing Market."
"Convergys led the market in 2003 with its ability to deliver solutions to the challenges faced by their clients. Those solutions include broader contact center business transformation outsourcing capabilities, as demonstrated by the company's contract announcement with the United States Postal Service, advanced automated customer service methods, such as advanced speech recognition, and Convergys' expansion of its high-quality blend of on-shore and offshore services," said Katrina Howell, Frost and Sullivan Industry Analyst. "Convergys' client-focused approach, coupled with its 20 years of industry experience, has enabled the company to grow its market share in 2003, which is now double that of its nearest competitor."
In the study, Frost and Sullivan concludes that top-tier outsourcers, led by Convergys, have developed higher-value inbound services centered on customer metrics while still introducing options for cutting clients' service costs. In addition, Frost and Sullivan indicates that larger outsourcers like Convergys possess the extensive resources, advanced technologies, range of services and industry knowledge necessary to adapt to industry changes and to help clients manage their customer care challenges.