Gartner Research

SWOT: Convergys, Business Process Outsourcing, Worldwide


This research reviews the global business process outsourcing capabilities of Convergys, examining strengths, weaknesses, opportunities and threats. Gartner decided to analyze Convergys because of the company's dominance in the customer management BPO market.

Published: 19 July 2011

ID: G00213729

Analyst(s): TJ Singh Jay Lassman Drew Kraus Sandra Notardonato

Table Of Contents


  • SWOT Analysis
  • Strengths
    • Client Relationship Management
    • Market Leadership in CM BPO
    • Size and Scale of CM BPO Capabilities
    • Strong Relationships With a Loyal Customer Base
    • Ability to Deliver Process, Operational Skills, Resources and Tools
    • Ability to Sell Standardization and Automation
  • Weaknesses
    • High Level of Vertical Concentration
    • Limited Marketing and Brand Presence Outside North America
    • Limited Growth in New and Emerging Markets
    • Perceived Complexity, Which Challenges Smaller Buyers
  • Opportunities
    • SMB Market
    • New Leadership Targets Growth and Debt Reduction
    • Inorganic Growth — Nontraditional Markets
    • Improve Geographic Concentration — Penetrate and Permeate in Existing Locations
    • Cultivate and Develop Existing Customer Base
    • Bundled Offerings Across BPO Domains
    • Invest in Vertical Industry and Functional Processes
    • Industry Consolidation — Target Competitive Accounts
  • Threats
    • Acquisition Target
    • Nontraditional Competitors Entering the Market
    • Slow/Declining Revenue Growth
    • Loss of a Key North American Customer
    • Exposure to Foreign Exchange Risk and Inflation
  • Implication for Convergys
  • Company Overview
  • Methodology
  • Definitions
    • CM BPO

Recommended Reading

Already a Gartner client?

Become a Client

This research is reserved for paying clients. Speak with a Gartner specialist to learn how you can access this research as a client, plus insights, advice and tools to help you achieve your goals.

Contact Information

All fields are required.

By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.