Gartner Research

SWOT: Convergys, Business Process Outsourcing, Worldwide

Published: 19 July 2011

ID: G00213729

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

Summary

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.

Table Of Contents

Analysis

  • 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

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